AccountId: 011433970860
ContactId: 3f8b6043-7edb-4199-b815-ee55d8b3403a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106220 ms
Total Talk Time (AGENT): 37441 ms
Total Talk Time (CUSTOMER): 69397 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/3f8b6043-7edb-4199-b815-ee55d8b3403a_20250529T14:43_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, [PII]. I'm calling from um Memorial Cancer Institute. I'm trying to determine if a coverage is active for a patient.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII], last initial [PII].
[AGENT][NEUTRAL] And how do you spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII]. And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] 02478776 M like Mary L like Lucas 8.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] We with the one.
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you [PII] and you were needing benefits?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I just need to verify um coverage is active.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. It is active.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect, can I get a reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's fine. What's your last initial, [PII]? Thank you. You have a great day.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you [PII] for calling APL you as well.