AccountId: 011433970860
ContactId: 7a7074f2-050a-4d21-86f2-c252518fa92c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88419 ms
Total Talk Time (AGENT): 41920 ms
Total Talk Time (CUSTOMER): 25013 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/7a7074f2-050a-4d21-86f2-c252518fa92c_20250514T16:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you APL. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? I wanted to verify coverage for a patient.
[AGENT][NEUTRAL] OK, I can help with that. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Thank you [PII], and your callback number please?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is.
[CUSTOMER][NEUTRAL] 02504915
[AGENT][NEUTRAL] OK, I have that as 02504915. Thank you.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Name is [PII], [PII].
[AGENT][POSITIVE] Thank you very much, and you come to verify benefits. Give me one moment.
[AGENT][POSITIVE] Give me one moment, I can help you with that.
[AGENT][NEUTRAL] I show that this policy has termed and it termed as of [PII]. If you would bear with me, [PII], let me just check to see if there's an active policy on file. One moment.
[AGENT][NEUTRAL] OK, my apologies, I did not show an active policy on file for this member.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much. You have a great day.
[AGENT][POSITIVE] You as well, and thank you for calling APL. Take care bye.