AccountId: 011433970860
ContactId: 254fcffa-f6a3-4815-9ed6-95bff3b95e6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205149 ms
Total Talk Time (AGENT): 73276 ms
Total Talk Time (CUSTOMER): 59591 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/254fcffa-f6a3-4815-9ed6-95bff3b95e6d_20250409T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], I'm calling to get um benefits for a patient please.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and callback number is [PII].
[AGENT][POSITIVE] Thank you, Ms [PII]. I appreciate you verifying that call back for me. And can I please also get the um facility name for you?
[CUSTOMER][NEUTRAL] It's Griffin Imaging.
[AGENT][NEUTRAL] For the
[AGENT][NEUTRAL] OK. And
[AGENT][NEUTRAL] You said that you're checking on benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, name is [PII]
[CUSTOMER][NEUTRAL] [PII] last name.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the member's ID is 024.
[CUSTOMER][NEUTRAL] 607.
[CUSTOMER][NEUTRAL] 50
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you repeat that policy number for me one more time? I think I missed the first part of it.
[CUSTOMER][NEUTRAL] OK, it's 02460750.
[AGENT][POSITIVE] Thank you. I appreciate that.
[AGENT][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh let me look this up real quick.
[AGENT][NEUTRAL] It's gonna be just a second while the computer pulls it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I'm pulling her in now.
[AGENT][NEUTRAL] Alright, I do show that this policy for Miss [PII].
[AGENT][NEUTRAL] is no longer active, the policy terminated on [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, 1121 24.
[AGENT][NEUTRAL] Yes, ma'am. I'm sorry, no, 111 of 2024.
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] 111.
[CUSTOMER][POSITIVE] OK, alright, well thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] I think that'll do it thank you so much.
[AGENT][POSITIVE] OK. You're welcome. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.