AccountId: 011433970860
ContactId: 164e099a-6404-4224-b560-5a2a45e64786
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139130 ms
Total Talk Time (AGENT): 48769 ms
Total Talk Time (CUSTOMER): 38689 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/164e099a-6404-4224-b560-5a2a45e64786_20250507T20:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was just calling to confirm um a patient's benefits for your visit today.
[AGENT][NEUTRAL] Hi, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, of course. It is 02408951.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]. She's a dependent.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like this policy termed in [PII], [PII]. Let me see if there's a current one on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like there's a more current policy that's active. Um, let me give you that number.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, it is 2549422.
[CUSTOMER][NEUTRAL] 2549422
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, this policy is active and effective [PII]. And do you need outpatient benefits?
[CUSTOMER][NEUTRAL] No, but do you have the group number as well for that?
[AGENT][NEUTRAL] The group number is
[AGENT][NEUTRAL] 23609.
[CUSTOMER][NEUTRAL] Thank you. And then also, um, do you get reference numbers for this, for the call?
[AGENT][NEUTRAL] Uh just my name, [PII]. Uh, first initial to last name is [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Anything else I can help with here?
[CUSTOMER][POSITIVE] Alrighty thank you so much for your help. No, but thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You as well take care.
[AGENT][NEUTRAL] OK.