AccountId: 011433970860
ContactId: 180a00f6-83c2-47ae-aac1-b1b1d51490c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107699 ms
Total Talk Time (AGENT): 43760 ms
Total Talk Time (CUSTOMER): 30250 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/180a00f6-83c2-47ae-aac1-b1b1d51490c3_20250117T15:34_UTC.wav
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[AGENT][NEUTRAL] Hey, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] I'm calling just to check and make sure patient has coverage still and that nothing has changed for her plans since last year.
[AGENT][POSITIVE] OK, yeah, I can definitely take a look at that for you today. Do you mind if I snag your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what's your member's policy number today?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Um 617-520.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] [PII], would you be able to verify for me please your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, perfect. [PII] is here. She's still active with us effective date, um, [PII]. No, I'm sorry, I.
[AGENT][NEUTRAL] [PII], and um there's been no changes to our policy.
[CUSTOMER][NEUTRAL] So she still just has $1000?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And has she used any yet?
[AGENT][NEUTRAL] Uh, let me take a look at our calendar here real quick for you.
[AGENT][NEGATIVE] I'm not showing anything for her [PII] calendar year.
[CUSTOMER][POSITIVE] OK all right thank you so much.
[AGENT][POSITIVE] Hey, my pleasure, Miss [PII]. Thanks for calling APL. You have such a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.