AccountId: 011433970860
ContactId: 8e16c033-20e2-44c7-9c54-36bb6774a7df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200940 ms
Total Talk Time (AGENT): 48585 ms
Total Talk Time (CUSTOMER): 45872 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/8e16c033-20e2-44c7-9c54-36bb6774a7df_20250324T16:50_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. I'm calling from a provider's office. I wanted to check benefits for a patient.
[AGENT][NEUTRAL] OK. Can I have your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name would be [PII]. That's spelled [PII] and then issue to my last would be [PII], and the good good call back number would be [PII] and it would be a direct line.
[AGENT][POSITIVE] OK thank you so
[AGENT][NEUTRAL] Much. OK, and I can check benefits for you. Do you have the patient, uh, policy number?
[CUSTOMER][NEUTRAL] Yes, that's gonna be 01868897.
[AGENT][NEUTRAL] And do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, that's going to be [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And this is not a guarantee of payment, just a basic outline of the policy. And is this for outpatient benefits?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm sorry, was that for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, outpatient.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] I got her active and effective [PII].
[AGENT][NEUTRAL] And let me see what her best.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh gosh, let's see.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] I'm so sorry my system is not running so.
[AGENT][NEUTRAL] Um, uh, let me see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So sorry, can you give us a call back?
[AGENT][POSITIVE] You so you can get somebody that has a better connection. Thank you so much. I'm so sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It's all right.