AccountId: 011433970860
ContactId: 2270d17b-7f26-4425-a35a-e56f82685a49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98370 ms
Total Talk Time (AGENT): 41940 ms
Total Talk Time (CUSTOMER): 46010 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/2270d17b-7f26-4425-a35a-e56f82685a49_20250312T18:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling for benefits for a specialist office visit and ultrasound being done in the office.
[AGENT][POSITIVE] All right. I'm happy to check on the benefits today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 1071008.
[AGENT][NEUTRAL] All right, thank you. And can I grab your first name, please?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] So it looks like the patient's plan has lapsed as of [PII]. They do not have any other active coverage with us.
[CUSTOMER][NEUTRAL] OK, so when we say a lapsed, does that mean like it's termed?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, cool. Alright, so termed right now as of uh [PII]?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Got it. Alright, cool, so I'll just remove that. What's your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Any reference number for the call?
[AGENT][NEUTRAL] Call references my name with my last initial and then today's date. My last initial would be [PII].
[CUSTOMER][POSITIVE] OK great alright thanks for your help.
[AGENT][POSITIVE] You're welcome have a good day.
[CUSTOMER][NEUTRAL] Bye.