AccountId: 011433970860
ContactId: 71c524dd-867b-4f1f-a072-86710273d19c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91389 ms
Total Talk Time (AGENT): 24589 ms
Total Talk Time (CUSTOMER): 41546 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/71c524dd-867b-4f1f-a072-86710273d19c_20250507T15:09_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], my name is [PII]. I'm calling from Baptist to check members maximum and remaining amounts.
[AGENT][NEUTRAL] OK, [PII], I can help you with the max amount remaining. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, that one is [PII].
[CUSTOMER][NEUTRAL] [PII]. It is a direct line.
[AGENT][NEUTRAL] OK, thank you. And policy number of the patient?
[CUSTOMER][NEUTRAL] That one will be 134.
[CUSTOMER][NEUTRAL] 3950, M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] That one will be [PII] and then date of birth is [PII].
[AGENT][NEUTRAL] OK, it looks like this policy termed in 21. Let me see if there's a current policy.
[AGENT][NEUTRAL] Uh, no, I don't have a current policy on file. This term 61-2021.
[CUSTOMER][NEUTRAL] Oh, OK, got you, so there's another policy.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Got you. Well, alrighty, thank you then [PII].
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too, bye.