AccountId: 011433970860
ContactId: e6d3ce3b-f84f-4855-a78e-977e97be587b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110040 ms
Total Talk Time (AGENT): 48333 ms
Total Talk Time (CUSTOMER): 37250 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/e6d3ce3b-f84f-4855-a78e-977e97be587b_20250430T18:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm with Mosaic Life Care. I need to verify eligibility, please.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you for that and the member's policy number?
[CUSTOMER][NEUTRAL] Um, it is 500 and then 8347543.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Um, so that's not an APO policy number. Um, do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On the ID card, do you see anywhere that says in
[CUSTOMER][NEUTRAL] Yeah, that's what it's done.
[AGENT][NEUTRAL] On the I
[CUSTOMER][NEUTRAL] Go ahead. What was that?
[AGENT][NEUTRAL] Do you see anywhere on the ID card that says inhospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] One moment here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It still start with
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] Do you see APL to the top left corner of the card?
[CUSTOMER][NEUTRAL] Um, I see American Republic Insurance Company.
[AGENT][NEUTRAL] Oh, OK, so you're trying to reach, yes, you're trying to reach American Republic. This is American Public Life, but I can, um, hold on, I think I saved their number because I got a call.
[CUSTOMER][NEUTRAL] I have the wrong number?
[CUSTOMER][NEUTRAL] Oh, I see the actual number. Somebody put in the wrong number. I, I've got it. Thank you.
[AGENT][NEUTRAL] You got it? OK.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm bye bye.