AccountId: 011433970860
ContactId: 628aec38-4c12-4b83-a7e9-376176a67b8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93319 ms
Total Talk Time (AGENT): 29610 ms
Total Talk Time (CUSTOMER): 40111 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/628aec38-4c12-4b83-a7e9-376176a67b8b_20250514T14:42_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. This is [PII] from University of Miami. And um I need to check outpatient surgery benefits, please.
[AGENT][POSITIVE] Hey, I I can help you with outpatient surgery benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you have a policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, it's 782-410.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII] and the last name, I'm gonna spell it to you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it looks like this policy actually terminated on [PII], um, and I don't have an active policy on file.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, when is the, uh, termination date again?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK, that's fine. And can I have a code reference number, please?
[AGENT][NEUTRAL] A call reference is my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect thank you very much thank you bye bye now.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye.