AccountId: 011433970860
ContactId: 59a3fa3f-4769-4497-b3a9-6d51685ac738
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90809 ms
Total Talk Time (AGENT): 48733 ms
Total Talk Time (CUSTOMER): 40169 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/59a3fa3f-4769-4497-b3a9-6d51685ac738_20250124T17:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, um, I see see this patients active and if they have any history and if I could get a tax of their benefits.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Sure, yeah, let's see if that's active and then uh we take a look at the history and I can absolutely send you a fax back. um, what was your name?
[CUSTOMER][NEUTRAL] OK, my name's [PII].
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, it is 604-781.
[AGENT][NEUTRAL] OK, thank you. And then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's gonna be [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] Um, I don't have an [PII].
[AGENT][NEUTRAL] [PII] under this policy. Do you know the policy holder's name?
[CUSTOMER][NEUTRAL] Um, is there [PII]?
[AGENT][NEUTRAL] Yes, there is a [PII]. Um, now I will say that this policy terminated [PII]. Um, give me just a moment, let me see if they have another one that might be active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course. OK, they do not. This was the last policy that they had with us.
[CUSTOMER][POSITIVE] But they are no longer active. OK, perfect. Well thank you for your help I appreciate it.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] That is it, thank you though.
[AGENT][POSITIVE] Alright, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.