AccountId: 011433970860
ContactId: d3f2247f-7a09-4bee-8e1e-c5d0929ee115
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84589 ms
Total Talk Time (AGENT): 20889 ms
Total Talk Time (CUSTOMER): 52390 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/d3f2247f-7a09-4bee-8e1e-c5d0929ee115_20250507T14:22_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm trying to find out if a patient is still active and if you, if, if, if he is, then if you cover for the office visit copy.
[AGENT][POSITIVE] OK, [PII]. I can help you with benefits. Do you have a good uh callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, it is 1449979.
[CUSTOMER][NEUTRAL] ML 5.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] and that'd be a 7.
[CUSTOMER][NEUTRAL] Patient is [PII], [PII].
[AGENT][NEUTRAL] Uh, it looks like this policy terminated on [PII].
[CUSTOMER][NEUTRAL] OK perfect thank you and there is nothing new for the patient can you check with name and date of birth?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, it doesn't look like they have another active policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK perfect thank you and have a nice day.
[AGENT][POSITIVE] Thank you for calling APL you as well. Bye bye.