AccountId: 011433970860
ContactId: 03cdd3bc-2192-40a4-9aa8-4a870b1ea90f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110760 ms
Total Talk Time (AGENT): 40204 ms
Total Talk Time (CUSTOMER): 57816 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/03cdd3bc-2192-40a4-9aa8-4a870b1ea90f_20250610T15:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, yes, I am calling from Doctor [PII]'s office. I'm just needing to verify some benefits or verify that this um person's benefits are still eligible or active.
[AGENT][NEUTRAL] OK, I can verify eligibility and benefits for you. And your name is?
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It's 02244894.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and just ask for my [PII].
[AGENT][NEUTRAL] OK, and give me one moment, Miss [PII].
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Um, it's [PII]
[CUSTOMER][NEUTRAL] [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] Oh, so she just had a birthday yesterday, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Shows that our policy term [PII] and I don't show any active coverage with our company.
[CUSTOMER][NEUTRAL] OK, so it terminated on [PII].
[AGENT][NEUTRAL] [PII], yes, ma'am.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you that's what I needed to know.
[AGENT][POSITIVE] All right, Ms. [PII], thank you for calling APL. You're welcome. Have a great day.
[CUSTOMER][POSITIVE] I appreciate your help.
[CUSTOMER][NEUTRAL] Mhm bye you too bye.
[AGENT][NEUTRAL] Bye.