AccountId: 011433970860
ContactId: de9af9e4-d117-4f3e-82e6-96bcc365c473
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158410 ms
Total Talk Time (AGENT): 32041 ms
Total Talk Time (CUSTOMER): 104658 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/de9af9e4-d117-4f3e-82e6-96bcc365c473_20250423T13:05_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, what is your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, how do you spell that?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you, [PII]. That's a pretty name, by the way. Um, [PII], my name is [PII]. I'm calling from the University of Pittsburgh Physicians, and I was hoping that you could verify coverage for a patient.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, would that be possible?
[AGENT][NEUTRAL] Of course. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Oh absolutely my I have a direct line, [PII] and it's [PII].
[CUSTOMER][NEUTRAL] And I have a policy number of
[CUSTOMER][NEUTRAL] A as in apple, F as in Frank, L as in Lima, M as in Mary, F as in Frank, E Edward, A apple, and then it's 683-742955.
[CUSTOMER][NEUTRAL] For uh for [PII].
[AGENT][NEUTRAL] I do apologize, but that's not a policy number here. Do you have a copy of the card, [PII]?
[CUSTOMER][NEUTRAL] Uh, you know what, uh, let me see, let me, can you hold on a second and I'll see if I can pull it up. OK, let's see.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][POSITIVE] OK, thanks, thanks so much.
[CUSTOMER][NEUTRAL] Uh, charge you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I have, uh, I have American Financial Security Life Insurance.
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEUTRAL] Advanced Wellness Plus.
[CUSTOMER][NEGATIVE] Oh, this is not uh.
[AGENT][NEUTRAL] Do you have their social to see if they're in the system?
[CUSTOMER][NEUTRAL] OK, so this is.
[CUSTOMER][NEUTRAL] Yeah, I, yeah, I don't know, no, I don't know, so this isn't the American Financial Security Life Insurance Company.
[AGENT][NEUTRAL] No, ma'am. This is American Public Life.
[CUSTOMER][NEUTRAL] OK, alright, well then whoever data entered this information into the system, um.
[CUSTOMER][POSITIVE] Put in the wrong information. I appreciate your help, uh, [PII], thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APM you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.