AccountId: 011433970860
ContactId: 1481e0aa-f2f4-4b9f-9864-38d20f655602
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188429 ms
Total Talk Time (AGENT): 34948 ms
Total Talk Time (CUSTOMER): 65052 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/1481e0aa-f2f4-4b9f-9864-38d20f655602_20250605T18:22_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII]. I'm calling from the medical office looking for patient benefits.
[AGENT][POSITIVE] OK, I'm happy to check on benefits. Do you have their policy number?
[CUSTOMER][NEUTRAL] Yes. It will be 00.
[CUSTOMER][NEUTRAL] 0008585147.
[AGENT][NEUTRAL] And do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. That number you gave me doesn't come up as a valid policy number. Do you have their name or social?
[CUSTOMER][NEUTRAL] Yes, I have the social is [PII].
[AGENT][NEUTRAL] What is the insured's first and last name?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] No policy comes up under that social with that name.
[CUSTOMER][NEUTRAL] Can you check with the name and date of birth?
[AGENT][NEUTRAL] The first name is [PII].
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] And the last name?
[CUSTOMER][NEUTRAL] Then [PII]
[CUSTOMER][NEUTRAL] Yes. After [PII], then [PII], then the last name is [PII], [PII].
[AGENT][NEUTRAL] Nothing comes up for [PII].
[CUSTOMER][NEUTRAL] I think I.
[CUSTOMER][NEUTRAL] OK, your reference number?
[AGENT][NEUTRAL] It's going to be my name with today's date. My name is [PII]. Last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] You then have a great day.
[AGENT][NEUTRAL] You too. Bye-bye.