AccountId: 011433970860
ContactId: 17effa4c-ab61-4897-9a26-4da8641d6793
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100910 ms
Total Talk Time (AGENT): 31648 ms
Total Talk Time (CUSTOMER): 32078 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/17effa4c-ab61-4897-9a26-4da8641d6793_20250509T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I just need to see how much has been used from a plan.
[AGENT][NEUTRAL] OK, I can help you with your benefits on your plan. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII]. I'm calling from Baptist Hospital in [PII]. Callback number would be [PII].
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. The policy number is 022587.
[CUSTOMER][NEUTRAL] 41
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, looking on oh [PII]'s um ballots for the year, he's not used anything for the year of [PII].
[CUSTOMER][POSITIVE] Oh OK, great. Thank you, sir. I appreciate it. Have a great weekend.
[AGENT][POSITIVE] If you have a wonderful weekend too. Thank you very much for calling APL.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][POSITIVE] All right. Take care.
[AGENT][NEUTRAL] You too.