AccountId: 011433970860
ContactId: 6206b6a2-40da-44aa-ac03-24e9033294ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119669 ms
Total Talk Time (AGENT): 53404 ms
Total Talk Time (CUSTOMER): 42470 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/6206b6a2-40da-44aa-ac03-24e9033294ce_20250410T19:38_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, hello, I need to get um insurance breakdown please.
[AGENT][NEUTRAL] Sure, just a benefit breakdown.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes please. I also need a fax back.
[AGENT][NEUTRAL] OK, yeah, I can look
[AGENT][POSITIVE] Sure, OK, yeah, I can send you a fax back definitely. uh, what was your name?
[CUSTOMER][POSITIVE] Thank you so much. My name is [PII]. Why is [PII].
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then uh did you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 02543645.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh, the last name?
[AGENT][NEUTRAL] Uh, the full name for the patient, please, first and last name.
[CUSTOMER][NEUTRAL] [PII], yes, [PII].
[AGENT][NEUTRAL] OK, do you have the date of birth?
[CUSTOMER][NEUTRAL] Of course it's gonna be [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy actually terminated, uh, [PII]. If you'll give me one moment, I'll see if they have one that's active. It might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. No, this was the only policy they had with us.
[CUSTOMER][NEUTRAL] Termed, when did it turned?
[AGENT][NEUTRAL] That was [PII], no, the first.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Of course, is there anything else I could help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you, bye bye.