AccountId: 011433970860
ContactId: 885d8966-b93f-4bf3-bb0e-ac69646353d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105360 ms
Total Talk Time (AGENT): 38219 ms
Total Talk Time (CUSTOMER): 37212 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/885d8966-b93f-4bf3-bb0e-ac69646353d7_20250516T20:22_UTC.wav
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[AGENT][NEUTRAL] Contracting APR. My name is [PII]. How may I help?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling in from Baptist Outpatient Services. My name is [PII] calling in just to obtain benefits for mutual patient.
[AGENT][POSITIVE] I can certainly help with benefit right now. What is that policy number?
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that again?
[AGENT][POSITIVE] Yes, um, I can certainly help you benefits. Uh, what is the policy number, please?
[CUSTOMER][NEUTRAL] Oh, policy number is
[CUSTOMER][NEUTRAL] 778685.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] That's for [PII], [PII].
[AGENT][POSITIVE] I appreciate that. Thank you. Is there a callback number I can have in the event that we're just
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. They have a policy with us from [PII], but I never, it, it's, it's lapsed as of that time. So as of, um, excuse me.
[AGENT][NEUTRAL] As of [PII], it was left.
[AGENT][NEUTRAL] And they don't have another policy.
[CUSTOMER][NEUTRAL] OK, so they do not have a, a gap policy at this moment.
[AGENT][NEUTRAL] Uh, no, I'm sorry, they don't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][NEUTRAL] OK, there's nothing
[AGENT][NEUTRAL] the.