AccountId: 011433970860
ContactId: 1fff9edc-2717-4523-9302-d3e8e21e3138
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98480 ms
Total Talk Time (AGENT): 44587 ms
Total Talk Time (CUSTOMER): 36262 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/1fff9edc-2717-4523-9302-d3e8e21e3138_20250613T19:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling to check benefits on a patient.
[AGENT][NEUTRAL] OK. I verify benefits for you. And your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] 02638734
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oops
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]-182006.
[AGENT][NEUTRAL] OK. So, effective date of [PII]th of this year, policy is active. And what benefits are needing for the patient?
[CUSTOMER][POSITIVE] Uh, benefits for uh routine care. She's coming in for a well visit with immunizations.
[AGENT][NEUTRAL] Uh, it's not covered. Uh, the policy doesn't cover any wellness visits nor immunizations. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK and your name again? I'm so sorry.
[AGENT][NEUTRAL] [PII] K E last initial Q.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate your help.
[AGENT][POSITIVE] Oh, you're welcome, Ms. Sherry. Thank you for calling APL. Have a great day and weekend.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.