AccountId: 011433970860
ContactId: 80d90229-0e74-4b22-94b3-f6e19b85b2b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114819 ms
Total Talk Time (AGENT): 34855 ms
Total Talk Time (CUSTOMER): 46706 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/80d90229-0e74-4b22-94b3-f6e19b85b2b2_20250131T13:58_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I was calling to get outpatient benefits for a patient.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Of course, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 01659236ML8.
[AGENT][NEUTRAL] Thank you [PII], hold on one moment please.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, the patient's name.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Need the date of birth, yeah, [PII].
[AGENT][POSITIVE] Thank you [PII], and you wanted an outpatient benefits?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I can help you with that. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, this policy canceled [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And she has, you don't see any more active policies on there correct?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] Perfect. OK, um thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] Thank you [PII] for calling APO you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.