AccountId: 011433970860
ContactId: c987ae7b-85ab-4738-93f7-7bed018f4208
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233869 ms
Total Talk Time (AGENT): 42378 ms
Total Talk Time (CUSTOMER): 55563 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/c987ae7b-85ab-4738-93f7-7bed018f4208_20250506T16:48_UTC.wav
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[CUSTOMER][POSITIVE] Yeah exactly.
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm with Advanced OBGYN in [PII]. I have a patient wanting to get a next on birth control implant, so I just need to see if she has coverage for that.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number 02479910.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this a dependent?
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] Is this a dependent?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] I'm not showing, uh, that dependent on this policy.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] What was her name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The patient's name is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm and it's [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. I'm not showing any dependents on this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Are you able to give me a reference number for this call?
[AGENT][NEUTRAL] We do not have reference numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] OK, and then is it [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.