AccountId: 011433970860
ContactId: c3097d54-8bab-4584-95d3-df200ef4d82d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62360 ms
Total Talk Time (AGENT): 19988 ms
Total Talk Time (CUSTOMER): 24271 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/c3097d54-8bab-4584-95d3-df200ef4d82d_20250515T21:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Uh, yes, hi, good afternoon, [PII]. My name is [PII]. I'm calling from Baptist Hospital. Uh, I'm just calling to get um uh benefits for a patient, please.
[AGENT][POSITIVE] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] It's 01640551 ML8.
[AGENT][NEUTRAL] Patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Well, it looks like this policy terminated [PII], and I don't show an active policy on file.
[CUSTOMER][POSITIVE] Oh OK OK perfect thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] Bye you too.