AccountId: 011433970860
ContactId: 214ab784-9b33-49eb-9266-d8636e1d1e52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108300 ms
Total Talk Time (AGENT): 55382 ms
Total Talk Time (CUSTOMER): 41381 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/214ab784-9b33-49eb-9266-d8636e1d1e52_20250418T15:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. My name is [PII]. I'm calling from Boca Regional pre-registration. And I just like to check the benefits for this patient.
[AGENT][NEUTRAL] Hi.
[AGENT][POSITIVE] All right. I'm happy to check on benefits today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure. It's 1369228.
[AGENT][NEUTRAL] Alright, thank you for that. And then [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And then what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] All right, thank you so much. So.
[AGENT][NEUTRAL] All right, it looks like [PII], members plan was effective [PII]. It has terminated as of [PII]. I do not show any other active coverage with us at this time.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] All right. And what's your name, [PII]?
[AGENT][NEUTRAL] My name is [PII]. Uh-huh. That's [PII] and then the initial to my last name is [PII]. That would be the call reference if you need one with today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a good Friday.
[CUSTOMER][POSITIVE] And have a happy Easter. You too. Take care.
[AGENT][NEUTRAL] You too bye bye.