AccountId: 011433970860
ContactId: 4ac29092-dcc5-4b29-b0b2-fbf2dc328aa8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135309 ms
Total Talk Time (AGENT): 71204 ms
Total Talk Time (CUSTOMER): 42123 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/4ac29092-dcc5-4b29-b0b2-fbf2dc328aa8_20250603T21:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] at Women's Care. I was just calling to ask a question about a patient's insurance.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with um questions about benefits. Um, can I please get your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, that sounds like maybe a group number. Let me look and see if we have a group with that number.
[CUSTOMER][NEUTRAL] She did give me another group number maybe she got it mixed up.
[AGENT][NEUTRAL] She may have.
[AGENT][NEUTRAL] OK, we have that as that number as a group, um, do you see?
[CUSTOMER][NEUTRAL] Let me give you this other number that she gave me.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, ma'am. Sure.
[CUSTOMER][NEUTRAL] 1 145.
[CUSTOMER][NEUTRAL] 9008 ML 8.
[AGENT][POSITIVE] That sounds like a good number. Let me, let me pull that policy up. That sounds better.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I have her. I do show that that policy is no longer active. It did terminate on [PII]. Let me see though, she may have an active policy, a new one. No, ma'am, she doesn't.
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] OK, no problem. I'll just, um, she has a primary insurance, so alright, well thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well, you're welcome, Ms. [PII]. I'm glad I was able to help you figure it out. Uh, is that everything I can help you with?
[CUSTOMER][POSITIVE] Yes you were thank you.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yeah, thanks.
[AGENT][POSITIVE] You take care. Thanks for calling APL. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Uh huh bye bye.