AccountId: 011433970860
ContactId: 3355562b-8a6e-4bb3-b0ba-935aa572376b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167500 ms
Total Talk Time (AGENT): 37672 ms
Total Talk Time (CUSTOMER): 43297 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/3355562b-8a6e-4bb3-b0ba-935aa572376b_20250423T14:35_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from Ohio Health. I need to verify some coverage. We have no insurance cards on file.
[AGENT][NEUTRAL] OK, [PII], I can help you with the eligibility and benefits. Do you have a policy certificate number or I can look it up by last name or social?
[CUSTOMER][NEUTRAL] They, I
[CUSTOMER][NEUTRAL] Let's go with the last name and social because I, yeah, we're showing it terms, so I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what's that social?
[CUSTOMER][NEUTRAL] The last name is [PII]. [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Pull that up. Um, let's see, let's try last name [PII]. What was the first name?
[CUSTOMER][NEUTRAL] [PII], [PII] [PII].
[AGENT][NEUTRAL] Um, let's see
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Sorry, running just a bit slow.
[CUSTOMER][NEUTRAL] Oh, no, you're fine.
[AGENT][NEUTRAL] OK. What was that birth date again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, I'm, I have a different [PII], but that's, it's a different birth date. So, and then I don't have any other active policies.
[CUSTOMER][NEGATIVE] No active OK because this is data service 312 of 25.
[CUSTOMER][NEUTRAL] All right, no coverage.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You do call reference numbers [PII].
[AGENT][NEUTRAL] I just, just my name and today's date.
[CUSTOMER][POSITIVE] [PII], thank you so much for your help. You have a great day.
[AGENT][POSITIVE] Thank you for calling APL you as well.
[CUSTOMER][NEUTRAL] Um, bye-bye.
[AGENT][NEUTRAL] Yeah