AccountId: 011433970860
ContactId: bbcba447-9576-47de-b0a3-72b8b8b3b48a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118010 ms
Total Talk Time (AGENT): 36649 ms
Total Talk Time (CUSTOMER): 31968 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/bbcba447-9576-47de-b0a3-72b8b8b3b48a_20250513T17:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm looking to verify benefits for a member.
[AGENT][NEUTRAL] OK. [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah, [PII], no extension.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 01976319
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Who was the patient's name?
[CUSTOMER][NEGATIVE] My real [PII].
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were needing benefits or claim status?
[CUSTOMER][NEUTRAL] Benefits for a sleep study done at their home.
[AGENT][NEUTRAL] OK, hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with that. This, this policy canceled [PII].
[CUSTOMER][NEUTRAL] [PII] or [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, I don't know why they have it on here then. Alright, and is there a reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Alright, well, [PII], thank you so much for all of your help and you enjoy the rest of your day.
[AGENT][POSITIVE] Thank you [PII] for calling APL you as well.
[CUSTOMER][POSITIVE] Thank you good bye.
[AGENT][NEUTRAL] Bye-bye.