AccountId: 011433970860
ContactId: 4325026a-e357-4a9b-8936-926a4101044c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75639 ms
Total Talk Time (AGENT): 24828 ms
Total Talk Time (CUSTOMER): 33767 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/4325026a-e357-4a9b-8936-926a4101044c_20250128T17:36_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. I'm calling from the physician office to verify patients benefits.
[AGENT][POSITIVE] I'll be happy to assist with benefits. May I have your first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And yes, if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 00972957
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, is, uh, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. I'm actually showing this policy lapsed [PII].
[CUSTOMER][NEUTRAL] OK, so it's already terminated on the [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK, so there's no active policy for this member.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Alright, OK, thank you so much, [PII], for you have have a nice day.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No thank you that would be awesome.
[AGENT][POSITIVE] Thank you for calling ATO have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.