AccountId: 011433970860
ContactId: 5338d3ec-f535-4ad3-862e-722c2749bae9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128720 ms
Total Talk Time (AGENT): 57940 ms
Total Talk Time (CUSTOMER): 45594 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/5338d3ec-f535-4ad3-862e-722c2749bae9_20250604T16:15_UTC.wav
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[AGENT][POSITIVE] Thank you for calling and APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm with Premier Foot and Ankle, and I need to get benefits on a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. Um, may I please get your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The policy number is 1221947 for [PII] date of birth [PII].
[AGENT][NEUTRAL] OK, let me pull him up real quick.
[AGENT][NEUTRAL] OK, I'm not showing um des policy with date of birth [PII]. I'm showing that this is.
[AGENT][NEUTRAL] not a family plan, it's a single parent plan.
[CUSTOMER][NEUTRAL] OK well his card says employee and child.
[CUSTOMER][NEUTRAL] Let's see, oh, he wouldn't be the child. OK, I will let him know that he's not on the plan.
[AGENT][NEUTRAL] Right, it's um just the um.
[AGENT][NEUTRAL] The children and then the account holder, which is.
[AGENT][NEUTRAL] Not [PII]. Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, it the card says [PII] and it says employee and child so OK that works thank you very much.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. You're welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] No ma'am, that should do it.
[AGENT][POSITIVE] OK, well, you have a blessed day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too, bye.
[AGENT][NEUTRAL] Bye.