AccountId: 011433970860
ContactId: ca8cda55-4406-46fe-972b-5df930fcf2a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135369 ms
Total Talk Time (AGENT): 57749 ms
Total Talk Time (CUSTOMER): 35871 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/ca8cda55-4406-46fe-972b-5df930fcf2a9_20250612T16:57_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help?
[AGENT][NEUTRAL] Help you?
[CUSTOMER][NEUTRAL] Hi, um, I, yeah, um, I was calling to see if my patient's plan was still active in the chiropractic benefits.
[AGENT][POSITIVE] OK, I can help with that. Thank you and may I have your name?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And then you can spell that for me please.
[CUSTOMER][NEUTRAL] Sure, [PII]
[AGENT][POSITIVE] Thank you so much and your callback number is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII], and what is the policy number please?
[CUSTOMER][NEUTRAL] I have 01835035.
[AGENT][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I have that as 01835035. Thank you and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you very much. Give me one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] With eligibility and benefits this plan shows that it has actually turned as of [PII] and please bear with me, let me just check to see if there is an active policy, please.
[CUSTOMER][NEUTRAL] OK. Sure.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I apologize, I did not show an active policy on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You said what? I'm sorry?
[AGENT][NEUTRAL] I don't see an active policy on file.
[CUSTOMER][POSITIVE] OK, all right, thanks so much for checking do you have a reference number?
[AGENT][NEUTRAL] You're welcome. We do not use reference numbers. You can use my name [PII] last initial [PII], and today's date please.
[CUSTOMER][POSITIVE] OK, thank you so much you have a good day.
[AGENT][POSITIVE] You as well thank you for calling APL and take care.
[CUSTOMER][NEUTRAL] You too bye.