AccountId: 011433970860
ContactId: 86d98689-7916-45de-ae47-369bcb96ab49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88379 ms
Total Talk Time (AGENT): 26149 ms
Total Talk Time (CUSTOMER): 31854 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/86d98689-7916-45de-ae47-369bcb96ab49_20250606T18:39_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling just to verify benefits for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Uh, policy number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 1869348
[AGENT][NEUTRAL] Patient name and the date of birth?
[CUSTOMER][NEUTRAL] Yes, patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, it looks like this policy terminated [PII]. I don't show a current policy on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you so much. May I have a call reference number?
[AGENT][NEUTRAL] That's my name, [PII], first initial to last name [PII], and today's date. Anything else I can help with?
[CUSTOMER][POSITIVE] Oh no, that'll be all thank you so much I appreciate you thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too.