AccountId: 011433970860
ContactId: 1714a104-93b5-40f1-9c0b-70aeb8a03d27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100000 ms
Total Talk Time (AGENT): 42161 ms
Total Talk Time (CUSTOMER): 50982 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/1714a104-93b5-40f1-9c0b-70aeb8a03d27_20250225T13:58_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from AdventHealth8C. We had a patient that came in through the emergency room, um, on [PII], and I was just trying to verify, um, [PII] for their American Public Life insurance.
[AGENT][NEUTRAL] Sure, I can assist you with that [PII]. Could you provide me with the spelling of your name and a callback number and that policy number?
[CUSTOMER][NEUTRAL] Yeah, uh [PII] good callback number is [PII].
[CUSTOMER][NEUTRAL] And then the member ID is 02.
[CUSTOMER][NEUTRAL] 493-493 M as in Mary, L as in Larry 8.
[AGENT][POSITIVE] Thank you, [PII]. And what is the member's name and date of birth and I'll be able to provide you benefits.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]'s policy has been active since [PII] and is currently active. She has outpatient benefits of $1500 per calendar year, and this is not a guaranteed benefit it's just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, great. Um, could I just get your uh first name for me?
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[AGENT][NEUTRAL] My name is [PII], and today's date as a reference.
[CUSTOMER][POSITIVE] All right, thank you so much [PII]. I hope you have a great day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] Bye