AccountId: 011433970860
ContactId: 4e2d3980-4cad-4bdd-88f9-9b2887cb9261
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259048 ms
Total Talk Time (AGENT): 50959 ms
Total Talk Time (CUSTOMER): 63751 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/4e2d3980-4cad-4bdd-88f9-9b2887cb9261_20250618T14:06_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], calling from Next one on customer support on a recorded line regarding a benefit, uh, investigation for patient [PII]. I have a date of birth for you.
[AGENT][NEUTRAL] Um, real quick, can I get your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] And a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have her policy number with you?
[CUSTOMER][NEUTRAL] I do, it is.
[CUSTOMER][NEUTRAL] C H V as in Victor.
[CUSTOMER][NEUTRAL] 814.
[CUSTOMER][NEUTRAL] 044992
[AGENT][NEUTRAL] OK. That's not one of our policy numbers. Um, I can look her up by, if you have her social or her last name.
[CUSTOMER][NEUTRAL] I do. It's [PII]
[AGENT][NEUTRAL] [PII] and what was the last ones?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So I have [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Oh, OK, OK, thank you so much.
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Its [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And did you have a question about her policy?
[CUSTOMER][NEUTRAL] Uh, we're trying to do a benefits investigation for the next one on birth control implant.
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] This is a hospital indemnity policy, um, but let me see if that's covered.
[CUSTOMER][NEUTRAL] It is
[AGENT][NEUTRAL] I'm not showing that that's covered by this policy.
[CUSTOMER][POSITIVE] OK, yeah, it's finding out that it's a, I'll, I indemnity, yeah, that's the one she provided to us. OK, doke, thank you so much for your time. I appreciate it. Can I get your name for my call log?
[AGENT][NEUTRAL] Yeah, yeah, this is just a hospital indemnity.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, my name is [PII], last initial [PII].
[CUSTOMER][POSITIVE] Thanks [PII] you have a wonderful day take care.
[AGENT][POSITIVE] Thank you for calling APL.