AccountId: 011433970860
ContactId: 40c74e45-7476-41dd-b72b-a59a8025a9ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105430 ms
Total Talk Time (AGENT): 33749 ms
Total Talk Time (CUSTOMER): 56727 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/40c74e45-7476-41dd-b72b-a59a8025a9ac_20250605T21:19_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. This is [PII] calling with about this outpatient. I'm calling in reference to a mutual patient. I'm trying to check outpatient benefit under this member gap policy.
[AGENT][NEUTRAL] OK, I can verify benefits for you, [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Yes, bear with me just a second. Let me go back here. I'm sorry. I had it ready for you. OK. It's gonna be 1, yeah, I have 1449801.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Say again.
[CUSTOMER][NEUTRAL] M as in Mike, L as in Larry, and number 5.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] This is for Mr. [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Uh, I show this policy terminated [PII], and I do not show any active coverage.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. The last thing I might need is gonna be a reference number for today's call.
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK, perfect. And today's day. Beautiful. Thank you so much. I appreciate it.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] You're welcome. Have a beautiful afternoon. Mhm bye.
[AGENT][NEUTRAL] Mhm. Bye.