AccountId: 011433970860
ContactId: 80d69a0b-cb4c-4b85-bccd-10b437abcbbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166360 ms
Total Talk Time (AGENT): 50521 ms
Total Talk Time (CUSTOMER): 96471 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/80d69a0b-cb4c-4b85-bccd-10b437abcbbe_20250429T14:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]
[CUSTOMER][NEUTRAL] I am with Washington Regional Medical Systems in [PII]. Need to verify if a policy is active and if there is out of network benefits.
[AGENT][NEUTRAL] All right, let's take a look. phone, do you have their policy number?
[CUSTOMER][NEUTRAL] It's D as in Delta 4322345, 0 I can't read this card I love it when I can't read it.
[CUSTOMER][NEUTRAL] Looks like B or 8. I can't tell.
[AGENT][NEUTRAL] Do you see anything on there that's a certificate number?
[CUSTOMER][NEUTRAL] Well I'm looking at the card I see employee ID employee name.
[CUSTOMER][NEUTRAL] No, I don't see a certificate number anywhere.
[AGENT][NEUTRAL] OK. I can't pull him with that.
[CUSTOMER][NEUTRAL] It says focus work workforce management wow, I can't talk.
[AGENT][NEUTRAL] Alright, I just can't pull in with that D number. Um, I can do a search by their name or social though if you have either one.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh name is [PII], and I can give you her social. It ends in.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's active, so I need to get with him and let him check. Sorry, I'm talking to myself.
[AGENT][POSITIVE] You're totally fine.
[CUSTOMER][NEGATIVE] Uh, cancel.
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] I don't wanna go here there her social is [PII].
[AGENT][NEUTRAL] What's her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright perfect thank you.
[CUSTOMER][POSITIVE] Yes ma'am, I appreciate your time.
[AGENT][NEUTRAL] Yeah, no problem. All right, fine, so all I see that this individual has with us is a dental plan. Sounds like you're looking for medical, yes?
[CUSTOMER][NEUTRAL] And so only, yep, that's what I needed. You answered my question so I can take this policy completely off the visit because it's dental only. OK, alright, thank you. So can I, um, I'm sorry, what was your name again?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] No, no worries. My name is [PII], that's [PII] Yup, and the uh initial to my last name is [PII] if you need a call reference.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And a
[CUSTOMER][NEUTRAL] [PII] or T?
[AGENT][NEUTRAL] T like [PII].
[CUSTOMER][POSITIVE] [PII] or T that's what I needed. OK, alright, thank you so much. I hope you have a wonderful day.
[AGENT][POSITIVE] You too, take care.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][NEUTRAL] Bye bye.