AccountId: 011433970860
ContactId: 335a7a47-192d-4ab7-9f95-942313162f74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104110 ms
Total Talk Time (AGENT): 43507 ms
Total Talk Time (CUSTOMER): 34682 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/335a7a47-192d-4ab7-9f95-942313162f74_20250102T18:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you, [PII]? My name is [PII]. I'm giving you a call from [PII]. I'm calling to see if you can please help me obtaining outpatient benefits on a mutual patient.
[AGENT][POSITIVE] Yes, I can help you with benefits, [PII]. What is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then, what is her policy number?
[CUSTOMER][NEUTRAL] I have here 1526435 ML 8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, so looking at this policy number for Ms. [PII], the policy is no longer active. It lapsed on [PII].
[AGENT][NEUTRAL] Let me check and see if she's got an active one though.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] She does not have any active policies with us right now.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, OK, perfect, thank you so much.
[AGENT][POSITIVE] You're very welcome you have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.