AccountId: 011433970860
ContactId: 0b4382b0-ba7f-4f28-a2da-4823a10802a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86519 ms
Total Talk Time (AGENT): 44347 ms
Total Talk Time (CUSTOMER): 31435 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/0b4382b0-ba7f-4f28-a2da-4823a10802a3_20250314T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to get benefits on a member.
[AGENT][POSITIVE] All right, I'm happy to check on benefits today. Do you have their policy number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It is um.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 113.
[CUSTOMER][NEUTRAL] 98 ML 8.
[AGENT][POSITIVE] Thank you for that. And if I could grab your first name and a callback number, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What's the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] All right, thank you so much. So the patient's effective date was [PII]. The policy has terminated as of [PII]. I do not show any other active coverage with us at this time, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get a reference on this call?
[AGENT][NEUTRAL] Absolutely, that's my name with my last initial and then today's date. My name is [PII], that's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you have a great day.
[AGENT][NEUTRAL] You too, [PII] bye bye.