AccountId: 011433970860
ContactId: 40d59f27-0f1c-493a-85f8-3f2cf5cf68a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96160 ms
Total Talk Time (AGENT): 32336 ms
Total Talk Time (CUSTOMER): 38168 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/40d59f27-0f1c-493a-85f8-3f2cf5cf68a4_20250401T14:07_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] I'm calling to get some insurance benefits on a patient.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] I'd be happy to assist.
[CUSTOMER][NEGATIVE] You're breaking up. I can't hardly hear you.
[AGENT][NEUTRAL] OK. May I have your first name, please?
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] I'm sorry. Can I have your first name, please?
[CUSTOMER][NEUTRAL] Her first name is [PII].
[CUSTOMER][NEUTRAL] Last name [PII] [PII]
[AGENT][NEUTRAL] OK, I will, I need your first name please.
[CUSTOMER][NEGATIVE] I, I can't hear you. Could you, I mean, you're breaking up really bad.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, may I have your first name, please? Yes, I'm here.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] My first name is [PII].
[AGENT][NEUTRAL] [PII], if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] What's what?
[AGENT][NEUTRAL] The policy number, patient's policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It is 133-2920.
[AGENT][NEUTRAL] Thank you for that information. I'm actually showing this policy is lapsed it, um, lapsed on [PII].
[CUSTOMER][NEUTRAL] OK, so she doesn't have that insurance anymore?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Oh alright perfect thank you so much for checking that out.
[AGENT][NEUTRAL] Is there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that's all thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK.