AccountId: 011433970860
ContactId: 4cb0781e-8576-4f18-9267-5969c332b0ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108089 ms
Total Talk Time (AGENT): 31683 ms
Total Talk Time (CUSTOMER): 45486 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/4cb0781e-8576-4f18-9267-5969c332b0ac_20250311T13:09_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. Um, my name is [PII] and I am trying to see um what benefits a member has.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do it is 0245802.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] M as in Mary,
[CUSTOMER][NEUTRAL] L
[CUSTOMER][NEUTRAL] 8.
[AGENT][POSITIVE] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] The patient is [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. This policy actually canceled 11 [PII].
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Just have a great day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[CUSTOMER][POSITIVE] Thank you goodbye.
[AGENT][POSITIVE] Thank you. Bye bye.