AccountId: 011433970860
ContactId: 146a549c-ece9-44ff-87d2-9fb615f6d7b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127430 ms
Total Talk Time (AGENT): 45374 ms
Total Talk Time (CUSTOMER): 51359 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/146a549c-ece9-44ff-87d2-9fb615f6d7b4_20250106T17:19_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Yeah, I was just calling to get benefits for a patient, please.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Yeah, uh, first name is [PII]. The initial to my last name is [PII].
[AGENT][NEUTRAL] OK. How do you spell your first name?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK. And do you have a callback number in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Yes, that is [PII] and that's my direct line.
[AGENT][NEUTRAL] OK, and do you have the policy number?
[CUSTOMER][NEUTRAL] I do. That is 02349132.
[AGENT][NEUTRAL] Thank you, just hold on one moment please.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's for physical therapy, outpatient hospital.
[AGENT][NEUTRAL] OK. Hold on just a moment. Let me see if she has another policy. This one canceled 7124.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do not see that she has another policy, so it did cancel 71 of 24.
[CUSTOMER][NEUTRAL] OK, perfect. All right. Um, well, I guess the only other thing I need is a reference number then, please.
[AGENT][NEUTRAL] We do not have reference numbers in my name in today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye.