AccountId: 011433970860
ContactId: bc78c252-479f-4f83-8457-40373c170fe8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104629 ms
Total Talk Time (AGENT): 55226 ms
Total Talk Time (CUSTOMER): 33501 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/bc78c252-479f-4f83-8457-40373c170fe8_20250313T14:27_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 because I need to get some benefit information for a patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] It is 02605167.
[AGENT][POSITIVE] Thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Ms. [PII], and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] If she has an active policy. Give me one moment. I'm trying this policy termed on [PII].
[AGENT][NEUTRAL] Uh, yeah, I don't show she has any coverage with us. She had a policy, looks like it terminated [PII] at [PII] and effective [PII].
[CUSTOMER][NEUTRAL] OK, all right, I will go ahead and note that. Can I just get a reference number for our call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] I'm sorry, can you spell that?
[AGENT][NEUTRAL] Oh, I'm sorry, [PII], last [PII] [PII].
[CUSTOMER][POSITIVE] Thank you so much [PII]. I appreciate your help.
[AGENT][POSITIVE] All right, you're welcome, Ms. [PII]. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's gonna be everything.
[AGENT][POSITIVE] OK, well, thanks for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye.