AccountId: 011433970860
ContactId: 59f4c5c6-0178-4e42-89d1-7f557ac44a7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111900 ms
Total Talk Time (AGENT): 49633 ms
Total Talk Time (CUSTOMER): 25897 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/59f4c5c6-0178-4e42-89d1-7f557ac44a7f_20250128T20:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII] calling from provider's office to get benefits on a member, please.
[AGENT][POSITIVE] OK, sure. I can assist you with um benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what's the name of the office or the provider?
[CUSTOMER][NEUTRAL] Physicians group of South Florida.
[AGENT][NEUTRAL] And may I have um the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 01679352
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] Um, let me check and see if I have a new policy. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII], I don't have a new policy for this member. This one was effective from [PII] and it terminated [PII].
[CUSTOMER][NEUTRAL] OK, and you say your name was [PII] as well.
[AGENT][NEUTRAL] Yes, SOL last initial [PII].
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome, Miss [PII], and thank you for calling APO. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.