AccountId: 011433970860
ContactId: 88b4af6e-b7dd-48d6-8ace-60ad55684cac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92610 ms
Total Talk Time (AGENT): 32381 ms
Total Talk Time (CUSTOMER): 32478 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/88b4af6e-b7dd-48d6-8ace-60ad55684cac_20250515T16:05_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, I am calling to get a breakdown of coverage for a patient please.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] OK, I have 0835A155512.
[AGENT][NEUTRAL] It's not one of our policy numbers, but do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. And her date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, give me one moment, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what state is she from?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't show she has a policy with us. Um, do you have a copy of her card from APL?
[CUSTOMER][NEUTRAL] Uh, no, this is Carrington Benefit Solutions.
[CUSTOMER][NEUTRAL] But I had this number.
[CUSTOMER][NEUTRAL] So is that so this is not OK, never mind then thank you.
[AGENT][NEUTRAL] That
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Bye.