AccountId: 011433970860
ContactId: 1754112d-1e57-4c48-bdb0-31162a919e0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62750 ms
Total Talk Time (AGENT): 26640 ms
Total Talk Time (CUSTOMER): 26761 ms
Interruptions: 1
Overall Sentiment: AGENT=3.1, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/1754112d-1e57-4c48-bdb0-31162a919e0c_20250130T19:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII] calling from Doctor [PII]'s office. Um, we have a patient who's scheduled for a procedure outpatient. I need to know if the service is covered.
[AGENT][POSITIVE] All right, [PII], I'm happy to check benefits. What's their policy number?
[CUSTOMER][NEUTRAL] 02298078 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up here one second.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right. So, it looks like the patient's plan has lapsed as of [PII]. I don't show any other active coverage.
[CUSTOMER][NEUTRAL] Did they say that.
[CUSTOMER][POSITIVE] All right, I will call the patient thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][POSITIVE] You too thank you bye bye.