AccountId: 011433970860
ContactId: 5a47a0fc-da09-4405-9710-ca235da8dfe7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88879 ms
Total Talk Time (AGENT): 20631 ms
Total Talk Time (CUSTOMER): 24052 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/5a47a0fc-da09-4405-9710-ca235da8dfe7_20241231T15:10_UTC.wav
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[AGENT][NEUTRAL] Calling APO, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm looking to see if a patient's active with this insurance.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have your name and a callback number and that policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah my name is [PII]. My number is [PII].
[CUSTOMER][NEUTRAL] Um, policy number.
[CUSTOMER][NEUTRAL] I have group number.
[AGENT][NEUTRAL] It should say policy or certain number.
[CUSTOMER][NEUTRAL] Oh, policy 02494561.
[AGENT][NEUTRAL] Thank you. Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] This policy was terminated [PII] and there's no ACA policy. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] That's all thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL and have a good day.