AccountId: 011433970860
ContactId: 36a87733-6c75-45ed-a7bb-72d9e7e0df38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119989 ms
Total Talk Time (AGENT): 32889 ms
Total Talk Time (CUSTOMER): 42925 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/36a87733-6c75-45ed-a7bb-72d9e7e0df38_20250506T15:46_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm a cardiac arrhythmia service. I'm checking on uh patients um benefits and eligibility.
[AGENT][NEUTRAL] OK, do you have a callback number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, so it's [PII]. My extension is [PII].
[AGENT][NEUTRAL] Extensions
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] You guys
[CUSTOMER][NEUTRAL] I have 01372344ML8.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you [PII], and were you needing benefits or claim status?
[CUSTOMER][NEUTRAL] Benefits.
[AGENT][NEUTRAL] OK, I can help you with that. Hold on one moment please.
[AGENT][NEUTRAL] OK, this policy canceled [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So they don't have this insurance. OK, all right, um, that's what I needed to know thank you.
[AGENT][NEUTRAL] What I
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.