AccountId: 011433970860
ContactId: 75a0c6f1-a890-4e49-b533-2ee44af03efa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256700 ms
Total Talk Time (AGENT): 85746 ms
Total Talk Time (CUSTOMER): 87130 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/75a0c6f1-a890-4e49-b533-2ee44af03efa_20250411T14:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] Yeah, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, Ms. So, I was calling to get a patient benefit breakdown.
[AGENT][POSITIVE] OK, I can help you with benefits. May I please get your name?
[AGENT][NEUTRAL] And your callback number? [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK and it's [PII].
[AGENT][NEUTRAL] [PII] OK and Ms. [PII], what is the.
[AGENT][NEUTRAL] Facility that you're calling from?
[CUSTOMER][NEUTRAL] So it's gonna be um the wedding smile dinner group in [PII].
[CUSTOMER][NEUTRAL] And it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much. I appreciate you giving me that information and what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] So, um, she's on the insurance.
[CUSTOMER][NEUTRAL] With um its employee and spouse, so, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you need the subscribers information or do you wanna go ahead with the one that we need benefits for?
[AGENT][NEUTRAL] The one we need benefits for please.
[CUSTOMER][NEUTRAL] OK, um last name [PII] and then [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, and then what is the policy number please?
[CUSTOMER][NEUTRAL] 02599346
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK and I do see that [PII] does have an active.
[AGENT][NEUTRAL] The effective date of her policy is.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] I, I do see that that does have an active policy.
[CUSTOMER][NEUTRAL] Hey ma'am, your phone, ma'am, your phone is going out, ma'am.
[AGENT][NEUTRAL] OK, hold on, let me fix that real quick.
[CUSTOMER][NEGATIVE] Yeah, it's, it's going out really bad.
[AGENT][NEUTRAL] OK, I do see that does have an active policy. Her effective date is.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hey man, is OK.
[CUSTOMER][NEGATIVE] Oh, Ma, your phone is um breaking up.
[AGENT][POSITIVE] I apologize for that um.
[AGENT][NEUTRAL] It's gonna be just a second. Can you hear me now?
[CUSTOMER][NEUTRAL] OK, I can hear you now.
[AGENT][POSITIVE] Awesome. OK, Ms. Cars affecting policy.
[CUSTOMER][POSITIVE] Hello? OK, yeah, that's a lot better.
[AGENT][NEUTRAL] Ms. [PII]'s effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] OK, look, I'm sorry, ma'am, but the phone is, is just static and I just can't hear you.
[AGENT][NEUTRAL] And it is active.
[AGENT][NEUTRAL] OK, let me see if I can do something.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I can give you her benefits.
[AGENT][NEUTRAL] Can you hear me better now?
[CUSTOMER][NEUTRAL] Ma'am, I can't hear you. No, ma'am.
[AGENT][NEUTRAL] I wonder if we just have a bad connection.
[AGENT][NEUTRAL] Um,