AccountId: 011433970860
ContactId: 45d880a1-591b-43e7-afae-96385a95f70e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84900 ms
Total Talk Time (AGENT): 46530 ms
Total Talk Time (CUSTOMER): 22501 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/45d880a1-591b-43e7-afae-96385a95f70e_20250113T20:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes, I need to get benefits on a patient please.
[AGENT][POSITIVE] Yeah, I could check benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] 015687667
[AGENT][NEUTRAL] All right, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if they have one that's active. I should be a different policy number.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, they do not, this was the only policy they had with us.
[CUSTOMER][NEUTRAL] Um, [PII] terms.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And do you have a call reference number?
[AGENT][NEUTRAL] That would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Oh, was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] Cool.
[CUSTOMER][NEUTRAL] No thank you have a good day.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Mm bye bye.