AccountId: 011433970860
ContactId: aa8a4689-1ae0-4320-9272-51005ed67bec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101459 ms
Total Talk Time (AGENT): 33827 ms
Total Talk Time (CUSTOMER): 34100 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/aa8a4689-1ae0-4320-9272-51005ed67bec_20250611T14:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I'm calling from Acumen. I'm trying to verify this patient's plan, please.
[AGENT][NEUTRAL] OK. What's the policy number for the patient?
[CUSTOMER][NEUTRAL] I have 145001 ML4.
[AGENT][NEUTRAL] 145001 ML.
[CUSTOMER][NEUTRAL] 9 ML 4.
[AGENT][NEUTRAL] And how far right.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII] Maa. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So this patient's plan has terminated as of [PII]. No other active coverage with us.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Can I have a reference number for the call?
[AGENT][NEUTRAL] Yeah, call references my name with today's date. My name is [PII], that's [PII], last initial [PII], and then today's date.
[CUSTOMER][NEUTRAL] Give me just a second because maybe I'm not looking at the card has a new ID number. Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did I give you outpatient benefit 1450019 ML 5?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] That's what I gave you? OK, that's fine thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Bye-bye.