AccountId: 011433970860
ContactId: 08cf9811-e24d-4e96-aa51-0598af803da3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80559 ms
Total Talk Time (AGENT): 46689 ms
Total Talk Time (CUSTOMER): 21068 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/08cf9811-e24d-4e96-aa51-0598af803da3_20250103T21:05_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I need to verify active insurance.
[AGENT][POSITIVE] OK, I'd love to help you with that today, Ms. [PII]. Do you have um the policy number?
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 158
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 12
[AGENT][POSITIVE] Thank you very much. And while I get that policy pulled up, ma'am, do you mind if I also go ahead and get a great callback number from you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you very much. I appreciate that.
[AGENT][NEUTRAL] And your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Wonderful. Thank you.
[AGENT][NEGATIVE] It looks like unfortunately, your patient's no longer active with us. It looks like this coverage terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there any other information I can provide for you today, my friend?
[CUSTOMER][NEUTRAL] No, is there a reference number?
[AGENT][NEUTRAL] You betcha. It's gonna be my name, [PII], first initial last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] Hey, my pleasure. Thanks for calling APL. You have a wonderful day and a happy New Year.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks. Bye bye.