AccountId: 011433970860
ContactId: c6875901-55c5-4c30-aa7f-04835846561d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137020 ms
Total Talk Time (AGENT): 36351 ms
Total Talk Time (CUSTOMER): 69764 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/c6875901-55c5-4c30-aa7f-04835846561d_20250306T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling from a doctor's office. um, sorry, what did you say?
[AGENT][NEUTRAL] Mm my name is [PII]. I'm with APL. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Sorry, yes, I'm calling from a doctor's office to get benefits for an outpatient, uh, diagnostic colonoscopy.
[AGENT][NEUTRAL] OK, I can help you with. May I please get your name, your number, and the name of the facility you're calling from, please.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] [PII] spelled [PII] Last name initial [PII] The number is [PII] and I'm calling from Doctor [PII] um the office.
[AGENT][POSITIVE] Thank you so much for giving me that information. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII]. The member ID is 10, sorry, no, let me start from the beginning 01368831 M as in Mary L8.
[AGENT][NEUTRAL] OK, let me pull in that policy real quick so I can get your eligibility and benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You take a seat outside and somebody will come out and get you to schedule it, OK? Just give her a moment.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, I do show that Antonio does have an active policy.
[CUSTOMER][NEUTRAL] Hello? the the line is cutting quite a lot. hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I can't hear you hello?