AccountId: 011433970860
ContactId: 68bfe482-3ef7-42d7-ba4a-1bcc2b381b50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66069 ms
Total Talk Time (AGENT): 27509 ms
Total Talk Time (CUSTOMER): 18917 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/68bfe482-3ef7-42d7-ba4a-1bcc2b381b50_20250203T15:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, good afternoon. Good morning. I'm calling to get benefits.
[AGENT][POSITIVE] Alright, I'm happy to check on benefits. Do you have their policy number?
[CUSTOMER][NEUTRAL] Um, yeah, it is 1125981 ML5.
[AGENT][POSITIVE] Thank you so much. And then if I could just grab your first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] So it looks like the member's plan has terminated as of [PII]. I don't see any other active coverage with us.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.