AccountId: 011433970860
ContactId: 8555c929-502d-4a4b-9432-2ff530747732
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82589 ms
Total Talk Time (AGENT): 40741 ms
Total Talk Time (CUSTOMER): 30931 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/8555c929-502d-4a4b-9432-2ff530747732_20250203T13:45_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yes, I was calling to see if you could help me verify patient benefits please.
[AGENT][POSITIVE] It would be my pleasure to assist you with that verification. What is your name, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, can you repeat that name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], thank you. I appreciate that. What is the I'm sorry, callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Um, I currently have 1080673.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] Um, the patient that I'm calling on is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you, and I can help you with the eligibility and benefits for [PII]. Now this policy actually is no longer active, it termed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, 101 224.
[AGENT][NEUTRAL] Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Mm, no, ma'am, that was it.
[AGENT][POSITIVE] Well, thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you, you do the same.
[AGENT][POSITIVE] Thank you. Bye-bye.