AccountId: 011433970860
ContactId: 87e89537-484d-4fb9-9f8b-b3adb9561bb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86199 ms
Total Talk Time (AGENT): 26074 ms
Total Talk Time (CUSTOMER): 29652 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/87e89537-484d-4fb9-9f8b-b3adb9561bb5_20250407T15:05_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm with SSM Health. Can you hear me?
[AGENT][POSITIVE] Yes, I can.
[CUSTOMER][NEUTRAL] I am checking to see if a patient has medical benefits plan or a home sleep study if you can help me.
[AGENT][NEUTRAL] OK, I can help you with that. Um, do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII] is my direct line, confidential.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, it is 02593786.
[AGENT][NEUTRAL] And what is that patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Um, it looks like this policy is terminated, but let me see if she's got a current policy.
[AGENT][NEUTRAL] No, I show this is the only one she has in this policy term 41-2025.
[CUSTOMER][POSITIVE] All right I'll let him know thank you so much appreciate it.
[AGENT][POSITIVE] OK, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too, [PII], bye-bye.
[AGENT][NEUTRAL] Right.