AccountId: 011433970860
ContactId: 83d43545-dcc6-466c-955e-7749607b330a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101540 ms
Total Talk Time (AGENT): 41299 ms
Total Talk Time (CUSTOMER): 37580 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/83d43545-dcc6-466c-955e-7749607b330a_20250124T17:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, this is [PII] with AP.
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Um, this is [PII] from University of Miami. I need to check the benefits, please.
[AGENT][POSITIVE] OK, Miss [PII], I can help you with um benefits.
[AGENT][NEUTRAL] And um can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And I do have his policy number in case you needed it.
[AGENT][NEUTRAL] Yes, please. Can I please get that?
[CUSTOMER][NEUTRAL] Mhm. 02501555.
[AGENT][NEUTRAL] OK, let me pull in his policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy lapsed on [PII].
[CUSTOMER][NEUTRAL] OK, that's fine. And can I have a call reference number, please?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] OK, sorry. Thank you very much. Bye-bye now.
[AGENT][POSITIVE] Thank you, [PII]. You have a good weekend thanks for calling APL.
[CUSTOMER][POSITIVE] OK. Thank you. Bye-bye.