AccountId: 011433970860
ContactId: c25eff96-6d34-4a0d-b5a9-739466501b1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89910 ms
Total Talk Time (AGENT): 33139 ms
Total Talk Time (CUSTOMER): 23367 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/c25eff96-6d34-4a0d-b5a9-739466501b1f_20250331T14:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, do y'all do like a fax back of benefits?
[AGENT][POSITIVE] Yeah, absolutely. We can send one to you. Do you have the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, let me get it pulled up.
[CUSTOMER][NEUTRAL] 604781
[AGENT][NEUTRAL] Let me take a look here one second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for that. And then if I could verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right, yeah, but you wanted to do what you.
[AGENT][NEUTRAL] OK, so I'm not showing [PII] listed on this plan. The plan is not showing active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, um, does it have a term date?
[AGENT][NEUTRAL] Looks like it's [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.