AccountId: 011433970860
ContactId: 2fb8c7d4-3166-4f4e-a8d9-2f8606928510
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98300 ms
Total Talk Time (AGENT): 29048 ms
Total Talk Time (CUSTOMER): 31330 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/2fb8c7d4-3166-4f4e-a8d9-2f8606928510_20250619T20:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling for benefit. Good afternoon. I'm calling for benefits and eligibility for one of our patients, please.
[AGENT][POSITIVE] OK, I can help you with benefits and eligibility. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] OK, and I call back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, of course, um, it's gonna be 01448927.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is gonna be.
[CUSTOMER][NEUTRAL] For [PII] [PII].
[AGENT][NEUTRAL] Looks like this policy terminated [PII].
[CUSTOMER][NEUTRAL] [PII], you said [PII]?
[AGENT][NEUTRAL] Yes, that's correct. I don't show an active policy on file.
[CUSTOMER][POSITIVE] Perfect and the reference number?
[AGENT][NEUTRAL] Reference number is my name, first initial to last name D as in Delta in today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] That would be all. Thank you so very much. You have a great rest of your day.
[AGENT][POSITIVE] OK, thank you for calling APL. You as well. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.