AccountId: 011433970860
ContactId: 7bb5aab6-16fd-4e53-9e2f-176588f3aac8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116699 ms
Total Talk Time (AGENT): 40424 ms
Total Talk Time (CUSTOMER): 56649 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/7bb5aab6-16fd-4e53-9e2f-176588f3aac8_20250422T13:15_UTC.wav
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[AGENT][NEUTRAL] [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Thank you good.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from NMed Hospital in [PII].
[CUSTOMER][NEUTRAL] [PII], I just need to get verification.
[CUSTOMER][NEUTRAL] Of um
[AGENT][NEUTRAL] Sure, fine.
[AGENT][POSITIVE] I could assist you with that.
[CUSTOMER][NEUTRAL] OK, I'm sorry, did you need the policy?
[AGENT][NEUTRAL] I need your call back number just in case the call is disconnected and then the policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. Area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] 02456428
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] OK, name is [PII]. Give me just a second for her birthday.
[CUSTOMER][NEUTRAL] Birth date is [PII].
[AGENT][POSITIVE] Thank you, and this is for outpatient, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][POSITIVE] OK, thank you very much. And what did your, what was your name?
[AGENT][NEUTRAL] [PII] and today is that as a reference. Would you like to know her benefits?
[CUSTOMER][NEUTRAL] Uh, no, it's OK. You said you had a number?
[CUSTOMER][NEUTRAL] For verification or no?
[AGENT][NEUTRAL] No,
[CUSTOMER][NEUTRAL] Just your name, OK, just your name. OK, thank you.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Yes my name is today's date. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too, sweetie. Thank you.
[AGENT][POSITIVE] Thanks. Goodbye.