AccountId: 011433970860
ContactId: c4d60f7c-e804-48ac-a7c6-b7468a6c98ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109879 ms
Total Talk Time (AGENT): 27948 ms
Total Talk Time (CUSTOMER): 28014 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/2025/04/29/c4d60f7c-e804-48ac-a7c6-b7468a6c98ce_20250429T20:51_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII]. I'm calling from Edgefield County Healthcare. I'm trying to verify coverage for a patient.
[AGENT][NEUTRAL] Hi [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 of the patient?
[CUSTOMER][NEUTRAL] Uh, the number I have is, uh, let's see.
[CUSTOMER][NEUTRAL] Give me just a second, I accidentally closed the card.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] Uh, the policy number is 023.
[CUSTOMER][NEUTRAL] 42782.
[AGENT][NEUTRAL] OK, thank you. And do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][NEUTRAL] OK, looks like this policy terminated [PII]. Let me see if he's got anything current.
[AGENT][NEUTRAL] Yeah, I don't show any other coverage. So term date of [PII].
[CUSTOMER][NEUTRAL] OK, is there a reference number for the call?
[AGENT][NEUTRAL] Uh, it's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.