AccountId: 011433970860
ContactId: d461b18d-e4dd-4f46-916d-bb066664433b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130179 ms
Total Talk Time (AGENT): 38576 ms
Total Talk Time (CUSTOMER): 35434 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/d461b18d-e4dd-4f46-916d-bb066664433b_20250403T13:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] at the Paris Orthopedic Clinic. I just need to check an MRI code to see if prior office needed for a patient.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] It is 01174188.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] in [PII].
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so pulling up this member's policy, they don't have medical coverage for this.
[CUSTOMER][NEUTRAL] What type of coverage do they have?
[AGENT][NEUTRAL] It's nothing that covers medical expenses.
[CUSTOMER][NEUTRAL] No medical coverage.
[CUSTOMER][NEUTRAL] OK and your name again?
[AGENT][NEUTRAL] It is [PII]. Would you like me to spell that for you?
[CUSTOMER][NEUTRAL] Please ma'am.
[AGENT][NEUTRAL] It is spelled [PII] and today's date will be the call reference. Is there anything else I can assist you with today, [PII]? Go ahead.
[CUSTOMER][NEUTRAL] Last initial
[CUSTOMER][NEUTRAL] Last initial [PII]
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] OK, OK, alrighty, um, thank you very much I'll give him a call thank you.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too