AccountId: 011433970860
ContactId: 71129292-f11b-4938-91a7-27e83f0ef320
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137139 ms
Total Talk Time (AGENT): 55187 ms
Total Talk Time (CUSTOMER): 30319 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/71129292-f11b-4938-91a7-27e83f0ef320_20250109T14:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], I was actually calling um to verify what network is utilized on the patient's policy.
[AGENT][NEUTRAL] OK, may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] Thank you and your callback number if we were disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you Mao. What is the policy number please?
[CUSTOMER][NEUTRAL] OK, the policy number I have is 01589149.
[AGENT][POSITIVE] OK, thank you so much. Excuse me, and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much for the verification process, [PII] so um, this policy is actually termed for the member. Let me check to see if there's an active policy. One moment please.
[AGENT][NEUTRAL] And are you calling for medical benefits or?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me please.
[AGENT][NEUTRAL] And my apologies, [PII], I do not show an active medical policy for the member. Um, the policy number you provided me termed as of [PII].
[CUSTOMER][NEUTRAL] Oh, OK, that's why, oh, OK, um, do you have a reference number for the call please [PII]?
[AGENT][NEUTRAL] Uh, we do not use reference numbers. Please use my name. My last initials [PII] and today's date. And anything else I can help you with? I'm sorry.
[CUSTOMER][POSITIVE] No ma'am that's it thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Take care.
[CUSTOMER][NEUTRAL] Mhm bye.
[AGENT][NEUTRAL] Bye.