AccountId: 011433970860
ContactId: 0124d5f7-a924-4783-b112-cf3fd4c03589
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80940 ms
Total Talk Time (AGENT): 39310 ms
Total Talk Time (CUSTOMER): 38140 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/0124d5f7-a924-4783-b112-cf3fd4c03589_20250402T13:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] from Doctors [PII]'s office. I was just calling about, uh, patient to see if their entrance was still active.
[AGENT][NEUTRAL] OK, I'm so sorry, may I have your name again?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII], thank you and your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the policy number?
[CUSTOMER][NEUTRAL] It's gonna be 02415567.
[AGENT][POSITIVE] OK, I have that as 02415567. Thank you so much, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much, [PII], and the member shows effective as of [PII] and this policy shows active. Um, would you need benefits for the member or fax back? I can send it over to you, provide it for you.
[CUSTOMER][NEGATIVE] Um, no, no thank you.
[AGENT][NEUTRAL] OK, alright, [PII], anything else I can help you with?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, thank you so much for calling APL. Have a good week thank you.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Mm bye.