AccountId: 011433970860
ContactId: 1644572c-62b0-4033-9c35-7bb85bcd4075
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125400 ms
Total Talk Time (AGENT): 47561 ms
Total Talk Time (CUSTOMER): 46099 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/1644572c-62b0-4033-9c35-7bb85bcd4075_20250224T21:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII] with Doctor [PII] George's office in [PII]. I needed some outpatient mental health benefits, please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the benefits. Uh, can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, the patient is [PII].
[CUSTOMER][NEUTRAL] Birth date is [PII].
[CUSTOMER][NEUTRAL] Oh, you said the policy number.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] 224-9878
[AGENT][NEUTRAL] OK, let me pull that in real quick.
[AGENT][NEUTRAL] OK, this policy for Ms. [PII] is no longer active. The policy lapsed on [PII].
[AGENT][NEUTRAL] Let me check though to see if she does have an active policy.
[CUSTOMER][NEUTRAL] So OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No ma'am, she does not have any active policies with our company.
[CUSTOMER][NEUTRAL] OK, so her this is not active, OK.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] I'll let her know that thank you very much.
[AGENT][NEUTRAL] You're welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's all I needed.
[AGENT][POSITIVE] OK, well you have a good night and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you mhm alright.
[AGENT][NEUTRAL] Mhm.