AccountId: 011433970860
ContactId: 5ef2a154-e27c-4d24-b810-0a7143708fc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141820 ms
Total Talk Time (AGENT): 58008 ms
Total Talk Time (CUSTOMER): 53918 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/5ef2a154-e27c-4d24-b810-0a7143708fc2_20250617T15:09_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, calling from uh.
[CUSTOMER][NEUTRAL] Doctor [PII]'s office, I have to verify I guess a members benefits.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits, and may I have your name?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01641486.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. All right, let me see if I have a new policy. This one is terminated. OK, one moment.
[AGENT][NEUTRAL] I don't have a new policy for this member. This policy was terminated back in [PII].
[CUSTOMER][NEUTRAL] No, it was she came in the other day, well.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] She came in where we got it, um, OK, sorry, hang on one second.
[CUSTOMER][NEUTRAL] OK, so let me see and then so it term January. OK, so let me have uh what can I use for reference?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, what's your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Perfect and you said today's date and time?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK perfect alrighty that's what I needed thank you.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] My.