AccountId: 011433970860
ContactId: 875f6ada-bf7c-47fb-8f34-27934aa2a18d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76739 ms
Total Talk Time (AGENT): 25402 ms
Total Talk Time (CUSTOMER): 26721 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/875f6ada-bf7c-47fb-8f34-27934aa2a18d_20250507T20:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was calling to verify um a patient's benefits for a visit today.
[AGENT][POSITIVE] OK, yeah, I can help you with [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, it's 01423746.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Oh, I'm so sorry.
[CUSTOMER][NEUTRAL] No it's OK.
[AGENT][NEUTRAL] OK, it looks like.
[AGENT][POSITIVE] I've got him effective on [PII].
[AGENT][NEUTRAL] Uh, policy is currently active.
[AGENT][NEUTRAL] And do you need outpatient benefits?
[CUSTOMER][NEUTRAL] No, that's OK, but thank you. And the reference number would be today's date as well as your first name?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Alrighty thank you again.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye-bye.