AccountId: 011433970860
ContactId: a2bc5424-c67b-4a9e-b642-d1be2c485f6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106800 ms
Total Talk Time (AGENT): 29206 ms
Total Talk Time (CUSTOMER): 26849 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/2025/06/03/a2bc5424-c67b-4a9e-b642-d1be2c485f6e_20250603T18:30_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the Midtown Women's Center to get outpatient benefits for a member.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] It's 02148023.
[AGENT][NEUTRAL] And what is that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, it looks like this policy termed in 24. Let me see if she's got a current policy.
[AGENT][NEUTRAL] Well, it looks like her other policy also is termed term 31-2025.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] You there?
[CUSTOMER][NEUTRAL] Hello? Yes, what was that?
[AGENT][NEUTRAL] Uh, her other policy is terminated as well. It's 3-1-2025.
[CUSTOMER][NEUTRAL] OK, so she doesn't have any active policies.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK perfect thank you then for your help.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.