AccountId: 011433970860
ContactId: 22d0a525-631c-4fb2-a0b1-2cbf5a8680be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79629 ms
Total Talk Time (AGENT): 25357 ms
Total Talk Time (CUSTOMER): 35723 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/22d0a525-631c-4fb2-a0b1-2cbf5a8680be_20250626T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Good morning. I'm calling from Doctor [PII]'s office. I was calling to verify patients' benefits and eligibility.
[AGENT][POSITIVE] OK, I can help with benefits and eligibility. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah it is um 01935608 ML 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Oh, it looks like the policy terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um do you uh do you know if she has any other active coverage with you guys?
[AGENT][NEUTRAL] Uh, I don't show any other active coverage.
[CUSTOMER][NEUTRAL] No? OK, alright OK perfect thank you and your name is?
[AGENT][NEUTRAL] Uh, my name is [PII], first initial to last name [PII], and then it references my name in today's date.
[CUSTOMER][POSITIVE] OK perfect thank you have a good day.
[AGENT][POSITIVE] Thanks for calling you too bye bye.