AccountId: 011433970860
ContactId: b5649d73-5fa9-494a-a58d-df7dddce7e17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121639 ms
Total Talk Time (AGENT): 43985 ms
Total Talk Time (CUSTOMER): 36107 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/b5649d73-5fa9-494a-a58d-df7dddce7e17_20250530T13:49_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. This is [PII], last initial [PII] Just calling to verify coverage for a patient, please.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number and in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 1978558 ML 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Just to see if the plan is effective.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] All right perfect um is there any group name on this plan?
[AGENT][POSITIVE] Yes, ma'am, I can give you that just a moment.
[AGENT][NEUTRAL] The group name is SSP.
[AGENT][NEUTRAL] Capital Incorporated.
[CUSTOMER][POSITIVE] All right, perfect. All the information I needed, is there any reference for our call today?
[AGENT][NEUTRAL] We do not have reference numbers you can use my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a great weekend.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you [PII] for calling APLU as well.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.