AccountId: 011433970860
ContactId: 89d44925-7afb-426a-a05c-5ea3329cd77d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66760 ms
Total Talk Time (AGENT): 26777 ms
Total Talk Time (CUSTOMER): 29369 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/89d44925-7afb-426a-a05c-5ea3329cd77d_20250620T12:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], my name is [PII] and I'm calling from Southern Family Medicine. I need insurance verification and benefits for PCP office visit, please.
[AGENT][POSITIVE] OK, I'm happy to check benefits. Do we have a policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's 02433281.
[AGENT][NEUTRAL] All right. And then if I could get the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Has in [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, so it looks like the member did have a secondary plan with us at one point. It has terminated as of [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.