AccountId: 011433970860
ContactId: 6b7eed72-89b2-4e73-9147-c4e0439d41b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98580 ms
Total Talk Time (AGENT): 34883 ms
Total Talk Time (CUSTOMER): 39619 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/6b7eed72-89b2-4e73-9147-c4e0439d41b4_20250401T15:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I was verifying benefits for a patient's office visit and diagnostic testing form.
[AGENT][NEUTRAL] OK, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah it's [PII] and it's a direct line.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] My name is, excuse me, my name is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have the, uh, policy number of the member?
[CUSTOMER][NEUTRAL] Yeah, it says 02496195.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, it looks like this policy is termed, but let me see if she has another policy.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, it looks like this one term 11 [PII] and I don't show any other policies on file.
[CUSTOMER][NEUTRAL] OK, I would just ask then for uh.
[CUSTOMER][POSITIVE] I guess a reference number and I appreciate your help so much.
[AGENT][NEUTRAL] Um, reference number is just gonna be my first name, [PII]. Uh, first initial last name is [PII], and today's date.
[CUSTOMER][NEUTRAL] Got it and you said it ended at the end of the year I guess or uh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] Got you man thank you so much, [PII] you take care and have a great one OK, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You.