AccountId: 011433970860
ContactId: b24acedd-6a02-4613-9aa3-5e6485097193
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107190 ms
Total Talk Time (AGENT): 51456 ms
Total Talk Time (CUSTOMER): 42040 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/b24acedd-6a02-4613-9aa3-5e6485097193_20250318T19:54_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. That's [PII] And I'm looking to verify patient benefits, please.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with benefits today. What is a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Policy number is 01841968 M for Mike L for Lima 7.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII], and last name, I'm sorry, and date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. Are you needing outpatient benefits as well?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] OK, thank you. I can help you with that. Actually, I am checking [PII]'s policy.
[AGENT][NEUTRAL] And his policy actually turned on 2 125. Also checked to see if he had any active coverage, and he does not.
[CUSTOMER][NEUTRAL] OK, got it. All right, and thank you, Ms. [PII]. Can I have your last name, initial, and a reference number?
[AGENT][NEUTRAL] My name is [PII], you can use my name and today's date for a reference number. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'd be all. Thank you very much for your help. I appreciate it.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.