AccountId: 011433970860
ContactId: 585d3852-9a68-4f9a-861c-f65ab34f4df5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123639 ms
Total Talk Time (AGENT): 47530 ms
Total Talk Time (CUSTOMER): 49569 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/585d3852-9a68-4f9a-861c-f65ab34f4df5_20250502T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I show to my last name is [PII]. I would like to check whether the authorization is required or not. Could you please help me with that?
[AGENT][NEUTRAL] Yes, I can see if authorization is required. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. That will be [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh yes, I do have and that is 019863994.
[CUSTOMER][NEUTRAL] OK, hold on, sorry. Uh, just a moment. Correct ID I have is 01.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] 644-516.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] Uh, sure. First name is [PII] with the date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy terminated [PII]. Uh, however, if you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, they do not, this was the only policy they had with us.
[CUSTOMER][NEUTRAL] OK. So the, uh, the patient's policy term on [PII], you said?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Got it. Thank you so much. And could you please spell your name for me?
[AGENT][NEUTRAL] Sure, it's [PII] and was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] Uh, can I initial your last name, please?
[AGENT][NEUTRAL] It's A
[CUSTOMER][NEUTRAL] And can I have a call reference, please?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] OK, [PII], thank you so much for your assistance.
[AGENT][POSITIVE] Of course, thanks for calling APL hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.