AccountId: 011433970860
ContactId: 25d5d910-0efe-456e-951f-b172ac62f7ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104660 ms
Total Talk Time (AGENT): 48481 ms
Total Talk Time (CUSTOMER): 36208 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/25d5d910-0efe-456e-951f-b172ac62f7ab_20250115T21:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello Care, how are you doing? Uh, I'm inquiring about a patient's, uh, physical therapy benefits.
[AGENT][NEUTRAL] OK, I could check to see if they have physical therapy benefits. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII], and last name will be [PII].
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] That'll be [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, policy number will be 02512907.
[AGENT][NEUTRAL] Alright thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII] and the date of birth will be [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if he has one that's active, might just be a different policy number.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, he does not, this was the only policy he had with us.
[CUSTOMER][NEUTRAL] OK, OK, perfect, thank you, um, you said it was [PII] turned?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and uh last thing I need care would just be a reference number for the call.
[AGENT][NEUTRAL] OK, reference number would just be my first name, last initial, and today's date. So my name is spelled [PII] Last [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] That'd be it thank you so much for your help.
[AGENT][POSITIVE] Alright, yeah, thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.