AccountId: 011433970860
ContactId: 66d74134-22f4-4da6-9073-20734781638c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105610 ms
Total Talk Time (AGENT): 49046 ms
Total Talk Time (CUSTOMER): 35638 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/66d74134-22f4-4da6-9073-20734781638c_20250529T14:07_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], I'm trying to check a patient's benefits for an urgent care.
[AGENT][NEUTRAL] OK, I could check those urgent care benefits for you. Uh, what was your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [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 do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 02623413.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Uh, I'm sorry, could you repeat that name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, so that dependent is not listed under this policy. I have the policy holder, uh, [PII] and his spouse, uh, [PII], but they're the only ones listed under this policy.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, so just uh.
[CUSTOMER][NEUTRAL] [PII] and [PII], not the, not the child.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] That's correct. They're the only ones listed. Sure, that would just be my first name, last initial, and today's date, um, so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK, can I get a reference number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No ma'am, that was it thank you for your time.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.