AccountId: 011433970860
ContactId: 8a7469c9-01a7-4504-91bc-ea30f5144ced
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76620 ms
Total Talk Time (AGENT): 26092 ms
Total Talk Time (CUSTOMER): 32667 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/8a7469c9-01a7-4504-91bc-ea30f5144ced_20250409T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Mount Sina Medical Center, and I'm calling to verify benefits on a member.
[AGENT][NEUTRAL] OK, I can help you with benefits. Um, what was your name again? Sorry, I didn't catch it.
[CUSTOMER][NEUTRAL] [PII] it's OK, it's [PII] like the state.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Do you have a good callback number, [PII]?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And policy number of the patient.
[CUSTOMER][NEUTRAL] It's 02044898ML8.
[AGENT][NEUTRAL] OK. Patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. Uh, looks like this policy is termed, but let me see if she's got a current policy.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] No, it looks like this is the only one. It looks like it terminated [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too mm bye.