AccountId: 011433970860
ContactId: 7cab3b46-fd5b-4274-abf3-4dc64d7c5fc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122930 ms
Total Talk Time (AGENT): 48978 ms
Total Talk Time (CUSTOMER): 34682 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/7cab3b46-fd5b-4274-abf3-4dc64d7c5fc6_20250218T16:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Good Morning, ma'am. This is [PII]. I am calling to get benefits for a member, please.
[AGENT][NEUTRAL] OK, I can verify benefits for you, and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's that policy number, please?
[CUSTOMER][NEUTRAL] It's 123-7176.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] Uh, let's see. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yes ma'am, it's a direct line [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see if I have a current policy because the number you gave me it terminated [PII], so give me one moment, please.
[AGENT][NEUTRAL] Well, and I don't show any active coverage. Um, I show that she was effective [PII] and the policy terminated [PII].
[CUSTOMER][NEUTRAL] OK. [PII]. OK. OK. I will let them know that. Thank you so much. And then, uh, what was your name again, ma'am?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And a reference number, can I just use today's date or do you have your own?
[AGENT][NEUTRAL] No, ma'am, you can use my name at today's date if you like.
[CUSTOMER][POSITIVE] We'll do that. Thank you so much, [PII].
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.