AccountId: 011433970860
ContactId: 5f4da0de-d799-451b-9f03-8b392a6c88a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95870 ms
Total Talk Time (AGENT): 26430 ms
Total Talk Time (CUSTOMER): 25740 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/5f4da0de-d799-451b-9f03-8b392a6c88a1_20250328T14:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Hi, good morning, my name is [PII]. I was calling to get out patient benefits for patients that's coming in.
[AGENT][NEUTRAL] OK, [PII], I can help you with outpatient benefits. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] It's 02093561.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Looks like this policy is termed, but let me see if she has an active one.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, I'm not finding another active policy. Let me give you the term date on this one.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Looks like it terminated on [PII].
[CUSTOMER][POSITIVE] OK, perfect. Alright, mommy, I appreciate you for checking. Thank you so much, OK?
[AGENT][POSITIVE] OK, thank you for uh calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.