AccountId: 011433970860
ContactId: 684505f8-ad31-4545-9cb2-2649f8f1b7b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116739 ms
Total Talk Time (AGENT): 32527 ms
Total Talk Time (CUSTOMER): 47634 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/684505f8-ad31-4545-9cb2-2649f8f1b7b9_20250401T20:55_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling to get benefits on a patient. Did you say your name is [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh [PII], sorry. OK, thank you, [PII]. um, can you help me with a member?
[AGENT][NEUTRAL] This is like
[AGENT][POSITIVE] Yes, I can help you with benefits. Um, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII] last name initial [PII] [PII].
[AGENT][NEUTRAL] OK, do you have the, uh, policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it's 01390517 ML8.
[AGENT][NEUTRAL] And what's the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I show this policy is term, but let me see if she's got a different one.
[AGENT][NEUTRAL] No, I sure this one has terminated. Um, looks like it turned on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And there's no other policy.
[AGENT][NEUTRAL] Uh, no, I don't show another policy active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And your name [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And last name initial please?
[AGENT][NEUTRAL] Uh, last name or last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much [PII] you have a great afternoon.
[AGENT][POSITIVE] Alright, thank you for calling APL you as well.
[CUSTOMER][POSITIVE] Thank you bye bye.