AccountId: 011433970860
ContactId: b6dab898-925b-4bd3-8d71-b341914635aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85629 ms
Total Talk Time (AGENT): 35988 ms
Total Talk Time (CUSTOMER): 30320 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/b6dab898-925b-4bd3-8d71-b341914635aa_20250513T14:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to see if a patient has um benefits through you guys.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] I have 02137849.
[AGENT][NEUTRAL] Thank you. Let me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] OK, thank you. Give me one moment please.
[AGENT][NEUTRAL] OK. Well, I show the policy terminated 7124 and I don't show any active coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's all I needed.
[AGENT][NEUTRAL] All right. Well, is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Nope, that was it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL, Ms. [PII]. You have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.