AccountId: 011433970860
ContactId: 49ceb952-c954-45aa-af1b-63ebd7c433bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121779 ms
Total Talk Time (AGENT): 62611 ms
Total Talk Time (CUSTOMER): 44798 ms
Interruptions: 1
Overall Sentiment: AGENT=3.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/49ceb952-c954-45aa-af1b-63ebd7c433bd_20250404T17:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I was calling to get benefits for a patient.
[AGENT][POSITIVE] No, it would be my pleasure to assist you. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] Thank you. I apologize, [PII]. What is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII] and the patient's policy number?
[CUSTOMER][NEUTRAL] I have 1323389.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am.
[CUSTOMER][POSITIVE] Gonna be for [PII], [PII]. 0, that's funny, that's my birthday. Oh, not [PII], it's [PII], but that's funny.
[AGENT][NEUTRAL] Oh, and almost the same name. How about that?
[CUSTOMER][NEUTRAL] Almost the same name, uh-huh.
[AGENT][NEUTRAL] Let's see, [PII], it would be a pleasure to assist you with eligibility and benefits. However, [PII]'s policy termed on [PII], and I have no active coverage for her with APL.
[CUSTOMER][NEUTRAL] Alright perfect that's what I needed to know we still had it in our system. I just wanted to see if it was still active right is there a reference number or anything, [PII]?
[AGENT][POSITIVE] Oh, it was a pleasure to speak to you.
[AGENT][NEUTRAL] Yes, ma'am. It's gonna be my name and today's date and I spell my name [PII]. Anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, ma'am, that's all. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great afternoon and a happy weekend.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.