AccountId: 011433970860
ContactId: b1a69cc6-7900-4c0c-a02e-5237212ddef7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73720 ms
Total Talk Time (AGENT): 24234 ms
Total Talk Time (CUSTOMER): 24917 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/b1a69cc6-7900-4c0c-a02e-5237212ddef7_20250620T16:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to check benefits for a patient.
[AGENT][POSITIVE] OK, I could check those benefits for you.
[AGENT][NEUTRAL] Um, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it.
[CUSTOMER][NEUTRAL] 0000.
[CUSTOMER][NEUTRAL] 08.
[CUSTOMER][NEUTRAL] 354-439
[AGENT][NEUTRAL] OK, uh, that's going to be a bit too long to be one of our policy numbers, [PII], um, do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] No, I don't let me go ahead and call the patient then so I can get the correct number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.