AccountId: 011433970860
ContactId: 1d39fdac-0622-4637-bf20-a21d23c9c4fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105370 ms
Total Talk Time (AGENT): 45139 ms
Total Talk Time (CUSTOMER): 40087 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/1d39fdac-0622-4637-bf20-a21d23c9c4fe_20250502T15:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I just spoke to someone, um, about authorization, and she gave me a new policy number for the patient, but I think I got the wrong number. I was gonna see if I could get that number again.
[AGENT][POSITIVE] OK, sure, I can assist you with that a favor. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And um what information do you have on the members so I can find her?
[CUSTOMER][NEUTRAL] OK, so his name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] How do you spell the last name?
[CUSTOMER][POSITIVE] And I can give you
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And I'm sorry, you said you can give me.
[CUSTOMER][NEUTRAL] I can give you the old policy number.
[AGENT][POSITIVE] Yes, that'll be great. OK, go ahead.
[CUSTOMER][NEUTRAL] OK, it's 01735273.
[AGENT][POSITIVE] OK, thank you, Miss [PII].
[AGENT][NEUTRAL] All right. And what's her, his date of birth again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. All right, let me get that new policy.
[AGENT][NEUTRAL] Alright. The new policy number is 02.
[AGENT][NEUTRAL] 50
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 02
[AGENT][NEUTRAL] 93.
[CUSTOMER][POSITIVE] OK, I missed the 1st 0. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That's got it thank you have a good weekend.
[AGENT][POSITIVE] OK. You're welcome. You too. Have a good weekend. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.