AccountId: 011433970860
ContactId: b456d3e5-32d8-43d9-bc43-3d571af76543
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106190 ms
Total Talk Time (AGENT): 46650 ms
Total Talk Time (CUSTOMER): 44068 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/b456d3e5-32d8-43d9-bc43-3d571af76543_20250220T15:17_UTC.wav
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[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Gastro Health. My name is [PII]. I'd like to verify um benefits for a patient, please.
[AGENT][POSITIVE] OK, yeah, I can check benefits for you.
[AGENT][NEUTRAL] [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Uh yes. 01638540.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You said a date of birth, right?
[AGENT][NEUTRAL] Uh yes, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if, uh, he has one that's active, might be a different policy number.
[CUSTOMER][POSITIVE] Good, OK.
[CUSTOMER][POSITIVE] Got it. OK, thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, he does not. This was the only policy he had with us.
[CUSTOMER][NEUTRAL] Got it OK so.
[CUSTOMER][POSITIVE] You only have the other one. Perfect, thank you so much. Is there a reference number to this call?
[AGENT][NEUTRAL] Of course, was there anything else I can help you with?
[AGENT][NEUTRAL] Yeah, it would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][POSITIVE] Perfect, thank you so much, [PII]. You have a good rest of your day.
[AGENT][NEUTRAL] Of course, yeah.
[AGENT][POSITIVE] Thanks for calling APO. You too, bye bye.
[CUSTOMER][NEUTRAL] Bye.