AccountId: 011433970860
ContactId: 61fd584b-b5bb-4e04-947f-3c1c41625389
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76180 ms
Total Talk Time (AGENT): 27431 ms
Total Talk Time (CUSTOMER): 34181 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/61fd584b-b5bb-4e04-947f-3c1c41625389_20250604T19:07_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Mayo Clinic. I'm calling to verify patients coverage.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy for American is 018490999.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. I'm actually showing this policy lapsed on [PII].
[CUSTOMER][NEUTRAL] [PII], OK, we have a date of service of [PII], so we can submit that.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] To American life.
[CUSTOMER][NEUTRAL] OK, and do you have call reference numbers?
[AGENT][NEUTRAL] Reference is just my name [PII]. Last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][POSITIVE] That was it thank you very much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Right.