AccountId: 011433970860
ContactId: 51b5a5ce-7a72-4461-b8a1-b71843cdb47c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128538 ms
Total Talk Time (AGENT): 50134 ms
Total Talk Time (CUSTOMER): 44136 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/51b5a5ce-7a72-4461-b8a1-b71843cdb47c_20250603T14:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, my name's [PII]. I'm calling from a doctor's office to verify benefits on a patient.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] Sorry about that, [PII]. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] do you have the policy number?
[CUSTOMER][NEUTRAL] So is it the cert number?
[AGENT][NEUTRAL] Yes, ma'am. It would be like a 0102.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, 022366888.
[CUSTOMER][NEUTRAL] M. like Mary. L like Larry 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] Hold on one moment, please.
[AGENT][NEUTRAL] And what's her date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and were you needing benefits?
[CUSTOMER][NEUTRAL] Yes, she's gonna have a a surgical procedure outpatient in our office, place of service 11, uh, and I was trying to see what her benefits are.
[AGENT][NEUTRAL] OK, I can help you with that. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] This policy that you gave me actually canceled 6123. Let me look and see if she has an active policy, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do not see that she has another policy, so it canceled 6123.
[CUSTOMER][POSITIVE] Oh OK perfect I'll give her a call then and let her know.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No that was it thank you so much hope you have a great rest of your day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome