AccountId: 011433970860
ContactId: eefbd3f7-3ddc-41a4-9745-6b68d3616a0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86760 ms
Total Talk Time (AGENT): 28672 ms
Total Talk Time (CUSTOMER): 39758 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/eefbd3f7-3ddc-41a4-9745-6b68d3616a0f_20250224T20:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, this is [PII] and I currently um have Medicare A only. I got it when I turned [PII], but I would like to um take Medicare B as well. How do I go about that?
[AGENT][NEUTRAL] Oh, Miss [PII], we do not handle Medicare. Um,
[AGENT][NEUTRAL] Do, do you have a policy with APR?
[CUSTOMER][NEUTRAL] I was told I needed.
[CUSTOMER][NEUTRAL] With who?
[AGENT][NEUTRAL] APL American Public Life, that's who you're calling American Public Life.
[CUSTOMER][NEUTRAL] American Public Life, is this [PII]?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, this is [PII].
[CUSTOMER][NEUTRAL] Oh, I have this
[AGENT][NEUTRAL] We are American Public Life.
[CUSTOMER][NEUTRAL] Mm that's weird, um.
[CUSTOMER][NEUTRAL] I show I dialed [PII]. OK, I dialed the wrong number. I'm sorry.
[AGENT][POSITIVE] Mhm. It's OK, no problem. You have a good afternoon, Ms. [PII].