AccountId: 011433970860
ContactId: 46429216-ab58-4bdf-9f3b-d2a6d49fe40d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116160 ms
Total Talk Time (AGENT): 49321 ms
Total Talk Time (CUSTOMER): 42707 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/46429216-ab58-4bdf-9f3b-d2a6d49fe40d_20250625T18:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, can you hear me?
[AGENT][POSITIVE] Uh, I can now, yes. How can we help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK, I'm so sorry. Yes, my name is [PII]. I'm calling from have to sell patient to check on a patient's benefits.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, yeah, I could check those benefits for you, uh, and then can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, of course, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] It is 02214481 ML8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] This is for [PII]. Uh, date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy terminated [PII]. If you'll give me one moment I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, they do not. This was the only policy they had with us.
[CUSTOMER][NEUTRAL] OK, sounds good then um is there a reference number for the call?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII], last initial is A. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, no, that'll be all. Thank you so much for your help. You have a great day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.