AccountId: 011433970860
ContactId: 0049db57-7043-4fac-836d-3e757a4a0010
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145919 ms
Total Talk Time (AGENT): 70924 ms
Total Talk Time (CUSTOMER): 41488 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/0049db57-7043-4fac-836d-3e757a4a0010_20250613T21:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I just wanted to check um benefits on the patient.
[AGENT][POSITIVE] Sure, I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] And Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, PA.
[CUSTOMER][NEUTRAL] 01678593
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Mm, let me try that one that matters.
[AGENT][NEUTRAL] What's the name of the patient?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let me do a name search, um, yeah, that's not who I told with that number. One moment.
[AGENT][NEUTRAL] And [PII] is the last name or the first name?
[CUSTOMER][NEUTRAL] [PII] is the first name. [PII] is the last name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] And what address do you have for Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, let me see, uh, doesn't look like we have, um, this number, Ms. [PII], um, do you have the copy of the card?
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Do you have a social?
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Do you have a social that maybe you can use to search?
[CUSTOMER][NEUTRAL] No, I don't, um, yeah, this is all they've given us so far, so OK, I'll keep trying.
[AGENT][POSITIVE] OK, I'm sorry.
[AGENT][NEUTRAL] OK. Alright, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, no, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good afternoon, [PII].
[CUSTOMER][NEUTRAL] Yeah bye bye.
[AGENT][NEUTRAL] No.