AccountId: 011433970860
ContactId: be2d1e89-ad89-448e-8cc1-9faca2b5ad4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58220 ms
Total Talk Time (AGENT): 17452 ms
Total Talk Time (CUSTOMER): 26323 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/be2d1e89-ad89-448e-8cc1-9faca2b5ad4c_20250328T17:46_UTC.wav
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[AGENT][NEUTRAL] Calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][POSITIVE] Hi [PII], I'm a provider and I'm calling to get benefits for a member.
[AGENT][POSITIVE] I'd be happy to assist with benefits. May I have your first name, please?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And [PII], if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Um, I have, I don't know if I have the complete number, but I have 106-7524.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient I have is [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. I'm actually showing this policy lapsed [PII].
[CUSTOMER][POSITIVE] 2 excellent. Alright, thank you so much and you have a great afternoon.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you