AccountId: 011433970860
ContactId: 49138087-3b04-4f7e-8750-517b64763f47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86519 ms
Total Talk Time (AGENT): 33900 ms
Total Talk Time (CUSTOMER): 31731 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/49138087-3b04-4f7e-8750-517b64763f47_20250611T15:09_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling because I'm needing to check on a patient's coordination of benefits, please.
[AGENT][NEUTRAL] OK, let's take a look. Do we have a policy number?
[CUSTOMER][NEUTRAL] We do it's 614-441.
[AGENT][NEUTRAL] All right, OK, and then if I can just get the insured's name and date of birth?
[CUSTOMER][NEUTRAL] Um, yeah, it's, uh, [PII], uh, hang on.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. Are you looking for medical or dental benefits?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK, so the patient is active. Uh, there is no coordination of benefits. The effective date on here if you need that is still [PII].
[CUSTOMER][NEUTRAL] 7:13 above 5. OK, so for COB we just put none.
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, give me one second.
[CUSTOMER][NEUTRAL] So you're now with [PII]?
[AGENT][NEUTRAL] Mhm. [PII]
[CUSTOMER][NEUTRAL] May I have a reference number, [PII] please?
[AGENT][POSITIVE] Yeah, absolutely you can use my name with today's date for a call reference.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Alrighty well thank you so much you have a great day.
[AGENT][NEUTRAL] You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.