AccountId: 011433970860
ContactId: d2c86d8b-5d69-41b9-9a11-fd99243a6711
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130240 ms
Total Talk Time (AGENT): 46069 ms
Total Talk Time (CUSTOMER): 56269 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/d2c86d8b-5d69-41b9-9a11-fd99243a6711_20250408T18:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling for benefits for a patient that's coming in for a specialist visit and ultrasound in the office.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yeah my name is [PII]. Call back is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Calling from uh Florida Women Care.
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Is, uh, so name is [PII]. Date of birth [PII]. Policy number is 01090783.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy lapsed on [PII].
[AGENT][NEUTRAL] But let me check. Oh, there's no active policies for Ms. [PII] with us at this time.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, let me put that in they probably just left it on her record. OK, so alright, and you said that there's no um potential um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Other policy, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, all right, no problem. um, what was your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], alrighty, any reference number for our call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect alright thank you so much you have a nice day.
[AGENT][POSITIVE] You have a great day too, and thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.