AccountId: 011433970860
ContactId: 697cdecf-35ae-4ab3-8a1b-5a56d8f33483
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90680 ms
Total Talk Time (AGENT): 37016 ms
Total Talk Time (CUSTOMER): 38927 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/697cdecf-35ae-4ab3-8a1b-5a56d8f33483_20250515T21:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I am actually calling to check on a policy for a patient.
[AGENT][NEUTRAL] OK, um, you need to verify benefits eligibility.
[CUSTOMER][NEUTRAL] Yes, I need to verify the benefits.
[AGENT][NEUTRAL] OK, I can verify benefits for you, Ms. [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] It is 01673072 M for Mary, L for Lima, the number 8.
[AGENT][POSITIVE] Awesome thank you so much and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] and it is [PII].
[AGENT][NEUTRAL] OK. Um, I show he had a policy with us, uh, but it terminated [PII], and I don't show any active coverage. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK all right thank you so much. I'll call him to get an updated supplemental thank you.
[AGENT][POSITIVE] Yes ma'am, thank you for calling APL. Have a great day, Miss [PII].
[CUSTOMER][POSITIVE] Have a great day. Bye-bye.
[AGENT][NEUTRAL] Bye.