AccountId: 011433970860
ContactId: a181a525-9169-4eb3-b4de-b0afba76018e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95410 ms
Total Talk Time (AGENT): 47658 ms
Total Talk Time (CUSTOMER): 30377 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/a181a525-9169-4eb3-b4de-b0afba76018e_20250528T21:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, I just need to verify coverage for a patient.
[AGENT][NEUTRAL] OK, I can help you with the ability on a patient. May I please get your name and your callback number and the name of the facility you're calling?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm [PII]. It's with Doctor [PII]
[CUSTOMER][NEUTRAL] Phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is um the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it is [PII] [PII].
[CUSTOMER][NEUTRAL] Our policy says 1,366,370.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] All right, I do show that this policy for Ms. [PII] is no longer active. It did terminate on [PII].
[AGENT][NEUTRAL] Let me check to see if they have any active, no, ma'am, that's.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No active policies at this time.
[CUSTOMER][POSITIVE] OK, very good.
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful day and thank you for calling APL ma'am.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.