AccountId: 011433970860
ContactId: d5e94fa0-23bb-4090-a884-f64cddc6ffa0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188460 ms
Total Talk Time (AGENT): 63813 ms
Total Talk Time (CUSTOMER): 76039 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/d5e94fa0-23bb-4090-a884-f64cddc6ffa0_20250516T16:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AT. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to check on a patient's, um, insurance to make sure it's still effective.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. Miss [PII], can you please give me your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It is [PII] in [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] and date of birth [PII] policy 000C10052120.
[AGENT][NEUTRAL] OK, do you see another policy number that is not one of APL's policy numbers.
[CUSTOMER][NEUTRAL] Well, let's see.
[AGENT][NEUTRAL] Or I can try to look by social if you have that too.
[CUSTOMER][NEUTRAL] Well, let's see.
[CUSTOMER][NEUTRAL] Just try to find this file here [PII].
[CUSTOMER][NEUTRAL] OK, social is [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're so welcome. We'll keep working until we find something out.
[AGENT][NEUTRAL] OK. Looking at that social, I don't have a [PII]. How do you spell his last name?
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] [PII], excuse me, [PII]
[AGENT][NEUTRAL] Let me see if I can find him by his name.
[CUSTOMER][NEUTRAL] Cause it says for insurance unless I'm calling wrong American Republic Insurance.
[AGENT][NEUTRAL] No, ma'am. This is American Public Life.
[CUSTOMER][NEGATIVE] Oh, I got the wrong totally wrong.
[AGENT][NEUTRAL] Very close though, very close.
[CUSTOMER][POSITIVE] A good thing I pulled the file. Very close. Thank you so much. I apologize for wasting your time.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh, Ms. [PII], it's no problem at all. I hope you have a wonderful weekend. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am