AccountId: 011433970860
ContactId: 3a768c95-93dd-40ce-8ddc-fc2cd0b1f7d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 54099 ms
Total Talk Time (AGENT): 24320 ms
Total Talk Time (CUSTOMER): 16009 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/3a768c95-93dd-40ce-8ddc-fc2cd0b1f7d4_20250528T20:24_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling to see if a member is active.
[AGENT][POSITIVE] Alright [PII], happy.
[CUSTOMER][NEUTRAL] And what their outpatient benefits is if it is active.
[AGENT][POSITIVE] Yeah, absolutely. I can happy to check benefits. What's your policy number?
[CUSTOMER][NEUTRAL] It says here 778685.
[AGENT][NEUTRAL] OK, let's pull that up.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] 72965.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] So it looks like the patient's plan has terminated as of [PII]. No other active coverage with us at this time.
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Bye.