AccountId: 011433970860
ContactId: c9d0656e-39b9-4d15-8f13-9599b3a0a53c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149830 ms
Total Talk Time (AGENT): 58387 ms
Total Talk Time (CUSTOMER): 62379 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/c9d0656e-39b9-4d15-8f13-9599b3a0a53c_20250617T19:38_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I need to verify benefits for a patient, please.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII]. That's [PII]
[AGENT][NEUTRAL] I'm sorry, can you spell that for me one more time?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And how did you pronounce it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], thank you [PII] and do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The phone, OK, the phone was cutting out for a minute. I'm sorry. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, yes, the policy number is 023.
[CUSTOMER][NEUTRAL] 887-72 M as in monkey, L as in lemon, and the number 8.
[AGENT][NEUTRAL] Thank you, Rea. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. Actually, this policy canceled 21 of 24. Let me look and see if they have an active policy. Hold on one moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm not showing they have another policy, so I did, uh, lapse to 1 of 24.
[CUSTOMER][NEUTRAL] OK, so they don't, they're terminated with you guys, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. Thank you so much. What was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] So much [PII]. I hope you have a great day.
[AGENT][POSITIVE] Thank you [PII] for calling APL you as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.