AccountId: 011433970860
ContactId: 64c374f6-e19f-45a5-ac8c-4489f896b452
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97680 ms
Total Talk Time (AGENT): 39058 ms
Total Talk Time (CUSTOMER): 39294 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/64c374f6-e19f-45a5-ac8c-4489f896b452_20250623T13:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling to get some um benefits on a patient.
[AGENT][POSITIVE] Alright, I'm happy to check on benefits. Do we have their policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. The number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] 02598354
[AGENT][NEUTRAL] Thank you. And then for documentation, do you have a good callback number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Their effective date is [PII].
[CUSTOMER][NEUTRAL] OK, is there a reference number to the call for me?
[AGENT][NEUTRAL] Yeah, absolutely. You can use my name with today's date. My name is [PII], that's [PII], and then today's date.
[CUSTOMER][POSITIVE] All right, thank you so much, Ms. [PII]. You have a wonderful rest of your day.
[AGENT][NEUTRAL] You, you
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.