AccountId: 011433970860
ContactId: 1bd67db7-a3fc-445c-9357-e7fbb3361d33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87959 ms
Total Talk Time (AGENT): 40378 ms
Total Talk Time (CUSTOMER): 26382 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/1bd67db7-a3fc-445c-9357-e7fbb3361d33_20250514T16:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling to check benefits for a patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Yes, I have here 01426196 M for Mary L for Larry 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, well, I show he had a policy with us effective on [PII]. Policy terminated [PII], and I do not show he has any active coverage with us.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] Yes, ma'am. Uh, is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that would be all thank you bye bye.
[AGENT][POSITIVE] Uh, mhm, thank you for calling APL. Have a great day.