AccountId: 011433970860
ContactId: d8883340-01a8-476c-a29e-da2141124c95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172220 ms
Total Talk Time (AGENT): 44864 ms
Total Talk Time (CUSTOMER): 53727 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/d8883340-01a8-476c-a29e-da2141124c95_20250204T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, I'm calling to verify medical benefits on a patient.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] Callback number is [PII]. It's a direct line, no extension.
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] I have 02313383.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] It's 02313383.
[CUSTOMER][NEUTRAL] That's what I can see, yes.
[AGENT][NEUTRAL] And what was the date of birth again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's not the correct policy number.
[CUSTOMER][NEUTRAL] That's what I have on this card.
[CUSTOMER][NEUTRAL] Would you like a social?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] The social I have is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And I do apologize. What was your name again?
[AGENT][NEUTRAL] It is [PII]. Would you like me to spell that for you?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I think I can.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Get it pretty easy enough.
[AGENT][NEUTRAL] And you're calling in for medical benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEGATIVE] It's not showing that he has medical benefits with us.
[CUSTOMER][NEUTRAL] I didn't think so whenever I was listening to the prompts it sounded like this was all major medical.
[CUSTOMER][NEUTRAL] And dental.
[AGENT][NEUTRAL] Yes. Now, we do have medical benefits, but it does, he doesn't have the medical benefits listed with us.
[CUSTOMER][NEUTRAL] OK perfect is there a reference number with this call?
[AGENT][NEUTRAL] The reference would be my first name, last initial of [PII], and today's date.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you so much I greatly appreciate your help you have a wonderful day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thank you.