AccountId: 011433970860
ContactId: c649016d-1c13-442d-91fd-7adf14985abd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148369 ms
Total Talk Time (AGENT): 52745 ms
Total Talk Time (CUSTOMER): 47840 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/c649016d-1c13-442d-91fd-7adf14985abd_20250428T21:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, I was needing to get benefits on a patient please.
[AGENT][POSITIVE] Sure. I can assist you with benefits. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Yeah. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] All right, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02576690.
[AGENT][NEUTRAL] All right. And what is the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Um, I don't see [PII] listed um.
[AGENT][NEUTRAL] Do you know who's the main holder?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the last name is [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, she's not listed on this policy.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] That's weird.
[CUSTOMER][NEUTRAL] Could it be um
[CUSTOMER][NEUTRAL] Well, I don't know, I think her last name might be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, I don't see that name either. And then the date of birth is definitely not listed. It's a single parent policy.
[AGENT][NEUTRAL] But she's not the main holder.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] OK, so she's not, she's not on there at all?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][POSITIVE] Um, OK, alright, well, that's fine then, thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] That was all. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thank you. Bye-bye.