AccountId: 011433970860
ContactId: e65e2516-98b8-4198-afa7-7c2c8b39e3eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184789 ms
Total Talk Time (AGENT): 43912 ms
Total Talk Time (CUSTOMER): 100723 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/e65e2516-98b8-4198-afa7-7c2c8b39e3eb_20250610T15:58_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] Hi, did you say [PII]?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Oh hi. OK, I can hear you better now. I could just barely hear you there for a minute, so OK, hey, I don't know if I've dialed the right number or not. Um I am actually calling from a broker's office and we submitted an application in for a client for uh to add on to a group that we actually we just kind of failed getting the app into you guys um and I need to know she's still not showing on the system and I need to know if you can give me some idea of when she might show up out there.
[AGENT][NEUTRAL] OK. May I have your name, please?
[CUSTOMER][NEUTRAL] Sure, my name is [PII], and I'm calling from [PII]'s office. [PII] is the broker on the case.
[AGENT][NEUTRAL] And do you have a group number?
[CUSTOMER][NEUTRAL] I do. It's 231-70.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And we emailed because we couldn't put the application on ourselves because it was past the date we emailed the app in on the [PII] or the [PII] to have her added on to the plan.
[AGENT][NEUTRAL] And do you know who you emailed it to?
[CUSTOMER][NEUTRAL] Um, she is the other [PII] in our office does it. She emails it to [PII].
[AGENT][NEUTRAL] OK, because this is the claims department, but I'm gonna see if the member is listed. What is the member's first and last name?
[CUSTOMER][NEUTRAL] Yeah, it, I wasn't sure if I, her first name is [PII] The last name is [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Let me check with someone in the care team on the care team, and I may have to transfer you, but let me see if they have that information.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You know what, that's fine. I took a shot at the number that I pushed, and I obviously pushed the wrong one. So if you need to transfer me, that's fine as well, so.
[AGENT][NEUTRAL] OK. And do you have her date of birth as well?
[CUSTOMER][NEUTRAL] Um, um, I do hold on just a second, uh, her date of birth is [PII].
[AGENT][NEUTRAL] And [PII], before I do the transfer, may I have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold for the transfer or just let me see if I can get the information first and then.
[CUSTOMER][POSITIVE] Thank you. OK, thank you.
[AGENT][POSITIVE] OK, cool, thank you.
[CUSTOMER][NEUTRAL] Transferring.