AccountId: 011433970860
ContactId: ff1a3f7d-efe5-433d-bb6f-a7238ab02e6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134389 ms
Total Talk Time (AGENT): 43940 ms
Total Talk Time (CUSTOMER): 68840 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/ff1a3f7d-efe5-433d-bb6f-a7238ab02e6f_20250225T19:45_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hello, ma'am. Your voice is not clear. I can't hear you, ma'am.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, this is, uh, good evening. This is [PII], and I'm calling on behalf of the broad office of Blue Cross Family Medicine and Peachs. Uh, how are you doing today, ma'am?
[AGENT][POSITIVE] I am good. I'm sorry, what is your name again, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] Last name initial is [PII], calling on behalf of the office.
[AGENT][POSITIVE] Thank you, son.
[AGENT][NEUTRAL] Thank you. What is the policy number, please?
[CUSTOMER][NEUTRAL] OK, the NPI right?
[AGENT][NEUTRAL] No, I need the policy number for the patient.
[CUSTOMER][NEUTRAL] OK, it's uh 6.
[CUSTOMER][NEUTRAL] 83288732
[AGENT][NEUTRAL] That is not a policy number for APL. Do you have a policy number for the patient that you call in regards to?
[CUSTOMER][NEUTRAL] That's written on that card. OK just.
[CUSTOMER][NEUTRAL] Give me a moment I have to double check.
[AGENT][NEUTRAL] OK, and [PII], while you're at it, what is your callback number please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] I think that
[CUSTOMER][NEUTRAL] Well.
[AGENT][NEUTRAL] Thank you. Were you able to find another number for the patients?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, can you confirm one thing? Uh, I've just called a right number or rights American Financials go to Life Insurance.
[AGENT][NEUTRAL] No, this is American Public Life APL. You have dialed the wrong number. I apologize for that.
[CUSTOMER][NEUTRAL] Oh, so it's not first held at all, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This is APL, which is American Public Life.
[CUSTOMER][POSITIVE] Oh, that's my number. Oh, I really apologize. I'm really sorry for that.
[AGENT][POSITIVE] No problem, [PII]. Thank you for calling APL. You have a good day. Thank you, mm.
[CUSTOMER][POSITIVE] Yeah, thank you. Have a nice day take care bye bye.
[AGENT][NEUTRAL] Bye.