AccountId: 011433970860
ContactId: 2857414e-0984-4d8a-a315-121b4b989533
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82339 ms
Total Talk Time (AGENT): 35568 ms
Total Talk Time (CUSTOMER): 36049 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/2857414e-0984-4d8a-a315-121b4b989533_20250620T13:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I'm trying to verify coverage for, um, a family.
[AGENT][POSITIVE] OK. Happy to check on benefits. Do we have their policy number?
[CUSTOMER][NEUTRAL] Uh, let's see, it says 1,366,370.
[AGENT][NEUTRAL] Let me pull that up here and then for documentation, can I get your name and a callback number, please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] and the call back is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, so the patient that we're seeing first is [PII], last name [PII] Date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I am showing that the member's plan does show a termination date of [PII].
[AGENT][NEUTRAL] It looks like that is for everybody. I don't show any active coverage with us.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Alright well that will, we'll take care of that thank you so much.
[AGENT][POSITIVE] Alright [PII] sounds good. Uh huh bye bye.
[CUSTOMER][NEUTRAL] Yeah