AccountId: 011433970860
ContactId: 11eea068-3337-4829-80d6-7380fcefb8ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98360 ms
Total Talk Time (AGENT): 29131 ms
Total Talk Time (CUSTOMER): 36689 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/11eea068-3337-4829-80d6-7380fcefb8ae_20250327T18:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. That's [PII] I'm looking to verify patient benefits, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And patient policy number?
[CUSTOMER][NEUTRAL] Patient policy number I have is 01816558M for [PII] for Lima 8.
[AGENT][NEUTRAL] And what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] And you said benefits correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it looks like this policy is termed, but let me see if she has another one.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] No, I don't show an active policy on file. I showed that this one terminated [PII].
[CUSTOMER][NEUTRAL] OK, got it, thank you, [PII]. Uh, I have a reference number for the call please?
[AGENT][NEUTRAL] Um, it's just my first name. Last initial is D as in dog, and then today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help I appreciate it.
[AGENT][POSITIVE] All right, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.