AccountId: 011433970860
ContactId: a4fc1b7f-dd08-45ca-b9ec-123889e614fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123589 ms
Total Talk Time (AGENT): 63157 ms
Total Talk Time (CUSTOMER): 40850 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/a4fc1b7f-dd08-45ca-b9ec-123889e614fc_20250128T19:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling with Tots and Tights Pediatrics. I'm calling because I need to get benefits on a patient.
[AGENT][NEUTRAL] OK, I can help you with benefits. Um, and you said you're with [PII] Heights Pediatrics?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] [PII] and tights. Oh, that's cute. I like that name.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, thank you [PII]. What is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Um, it is going to be for [PII].
[AGENT][NEUTRAL] OK, and then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And [PII]'s uh policy number?
[CUSTOMER][NEUTRAL] I have a 02348349.
[AGENT][NEUTRAL] OK, let me pull him up real quick.
[AGENT][NEUTRAL] Oh, OK. It's a girl, Miss [PII]. OK, that's cute too. OK. All right, so looking on this policy, um, number 234-834-9, I do see that the policy lapsed on [PII] and it's no longer active. I'm checking now though to see if there's an active policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I do not have an active policy on file.
[CUSTOMER][NEUTRAL] OK, so it, it is termed.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Term
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate your help. All right. Thank you. Have a good day.
[AGENT][POSITIVE] You're welcome, [PII]. Well, we appreciate you calling APL. You have a good day bye bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.