AccountId: 011433970860
ContactId: 652ce9c2-f12a-4de4-bd0d-3d2f490e3b12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112489 ms
Total Talk Time (AGENT): 46668 ms
Total Talk Time (CUSTOMER): 45207 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/652ce9c2-f12a-4de4-bd0d-3d2f490e3b12_20250305T19:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon. Calling from a provider's office. I need some information from a member plan, please.
[AGENT][NEUTRAL] Sure, I can take a look at that plan for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, it's cutting out. Could you repeat that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK [PII], thank you. Can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 01884050 ML.
[CUSTOMER][NEUTRAL] Number 8.
[AGENT][NEUTRAL] OK. And then, uh, what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. So this policy actually terminated [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][POSITIVE] Perfect, now. Thank you.
[AGENT][NEUTRAL] OK, so this was the last policy that they had with us.
[CUSTOMER][NEUTRAL] All right, no problem. Can I have a reference number please, from this phone call?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date. So my name is spelled [PII] Last initial is [PII] Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, thank you so much. Have a wonderful day. bye bye.
[AGENT][POSITIVE] Of course, thanks for calling APL bye bye.