AccountId: 011433970860
ContactId: 265abda0-051b-4b16-bbec-9162222eafb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96589 ms
Total Talk Time (AGENT): 30507 ms
Total Talk Time (CUSTOMER): 40536 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/265abda0-051b-4b16-bbec-9162222eafb5_20250530T21:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling on behalf of Manta and I.
[CUSTOMER][NEUTRAL] I'm calling in regards to a patient schedule. I'm trying to verify their benefits.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Mrs. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy number is 01966663ML8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Uh, birthday [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so he had a policy with us, but it terminated [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL, Mr. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Uh, let me ask you, there's no other policy on file under the name?
[AGENT][NEUTRAL] Uh, no, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.