AccountId: 011433970860
ContactId: 47fa762e-4cae-47ae-994d-93ac2ec9f2a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82930 ms
Total Talk Time (AGENT): 27161 ms
Total Talk Time (CUSTOMER): 38963 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/47fa762e-4cae-47ae-994d-93ac2ec9f2a4_20250605T14:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I need to get some information on a patient's policy.
[AGENT][NEUTRAL] OK, [PII], I can help you with policy information. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh huh it's [PII] and it's direct.
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] It is 023-388-00.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] OK, and how can I help you?
[CUSTOMER][NEUTRAL] OK, first I want to know, has his deductible been met?
[CUSTOMER][NEUTRAL] And he's receiving a 2392. Is that gonna be covered under the basic?
[AGENT][NEUTRAL] Um, I actually show this policy terminated 9-15-2024.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 9:15.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 24 and can I get a reference number, Miss [PII]?
[AGENT][NEUTRAL] Uh, it's just my name, [PII], first initial to last name, [PII], and today's date. And anything else I can help with today?
[CUSTOMER][NEUTRAL] No, ma'am, that'll do it.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.