AccountId: 011433970860
ContactId: 597eb179-5afb-43c9-929f-a23e00d7be71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129050 ms
Total Talk Time (AGENT): 56574 ms
Total Talk Time (CUSTOMER): 37661 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/597eb179-5afb-43c9-929f-a23e00d7be71_20250110T15:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to check benefits on an examine patient has.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] You call back number [PII].
[AGENT][NEUTRAL] And [PII], what is your call?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Yay, and then what is the patient's name, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] OK. And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] It is 01369951 ML8.
[AGENT][NEUTRAL] OK, Ms. Yay, I'm gonna put you on a brief hold. It's gonna be just a second while I look that up.
[AGENT][POSITIVE] It's not gonna take long at all.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, looking at this policy for [PII].
[AGENT][NEUTRAL] The policy is no longer active. It lapsed on [PII].
[AGENT][NEUTRAL] But I'm going to look to see if she does have an active policy.
[AGENT][NEUTRAL] She does not have any active policies with us at this time.
[CUSTOMER][POSITIVE] OK. No problem. Thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else that I can help you with before we go, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that will be all.
[AGENT][POSITIVE] Alright well you have a great weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Uh bye-bye.