AccountId: 011433970860
ContactId: f4a2cf3c-ad31-44e8-8421-b5ec3bd0d227
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199190 ms
Total Talk Time (AGENT): 63845 ms
Total Talk Time (CUSTOMER): 80045 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/f4a2cf3c-ad31-44e8-8421-b5ec3bd0d227_20250508T13:41_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm not sure if this is the correct number. I'm a provider calling from Primary Children's Hospital. I wanted to get some benefits of a patient.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah, it is.
[CUSTOMER][NEUTRAL] Um, oh wait.
[CUSTOMER][NEUTRAL] I apologize. 19917281498.
[AGENT][NEUTRAL] Mm, OK, that's too many numbers, Ms. [PII], to be one of our policy numbers. Do you have the card for the moment?
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, may I have the spelling of the last name?
[CUSTOMER][NEUTRAL] Of it is [PII].
[AGENT][NEUTRAL] OK, the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you know the address for Mr. [PII]?
[CUSTOMER][NEUTRAL] The address is, yes, I do have it one second.
[CUSTOMER][NEUTRAL] I have [PII], and the zip code is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] What's your date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Do you have any other information for Mr. [PII]? I didn't put him with the name and that address or the date of birth.
[CUSTOMER][NEUTRAL] OK, no, I mean, I see that they have missed commercial health plan.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] But um at the same time, I, I can't, I'm not able to, I mean, I, I search and I see this, I found these phone numbers. Do you know if they
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I it it like it is right?
[AGENT][NEUTRAL] Well, we're not related to any other company. We only, um, we're only American Public Life. Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, no worries I can try another phone number. Thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] Nothing else. Hope you have a good one.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You as well. Thank you for calling APL. Have a good day, Miss [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.