AccountId: 011433970860
ContactId: 3a513303-3414-477b-aa44-2c50ee359180
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79980 ms
Total Talk Time (AGENT): 18429 ms
Total Talk Time (CUSTOMER): 42872 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/3a513303-3414-477b-aa44-2c50ee359180_20250618T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII], and I'm calling from the physician office to verify patients benefits.
[AGENT][POSITIVE] OK, just say, I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for the patient?
[CUSTOMER][NEUTRAL] Alright, the policy number is gonna be um 02486799ML8.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Uh, it looks like the policy terminated 6525.
[CUSTOMER][NEUTRAL] Oh it's already terminated?
[CUSTOMER][NEUTRAL] On 6525.
[CUSTOMER][POSITIVE] Oh OK thank you perfect let me just get your name just for reference.
[AGENT][NEUTRAL] Uh, it's my name and today's date is the reference.
[CUSTOMER][NEUTRAL] OK, and your knee is?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much have a nice day.
[AGENT][POSITIVE] Thanks for calling APL. You too. Bye bye.