AccountId: 011433970860
ContactId: d4aeb9c2-9a43-456f-933a-d8e4e5006490
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123669 ms
Total Talk Time (AGENT): 45423 ms
Total Talk Time (CUSTOMER): 47521 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/d4aeb9c2-9a43-456f-933a-d8e4e5006490_20250331T14:55_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, hello [PII]. This is [PII]. I'm calling to see if I can, um, just ask a quick question about a patient's policy.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a callback number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Uh, that will be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] It is 02607936.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient name is um [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Do you want them over the phone or would you like a fax back?
[CUSTOMER][NEUTRAL] Uh, well, I'm waiting on my snacks, but I just had a question. Um, does this plan have a waiting period?
[AGENT][NEUTRAL] OK, I can help you with that. No, ma'am, it does not have a waiting period. Major work is not covered under this policy.
[AGENT][NEUTRAL] And basic doesn't have a waiting period.
[CUSTOMER][NEUTRAL] Oh, and
[CUSTOMER][NEUTRAL] And the deductible applies to.
[AGENT][NEUTRAL] All classes.
[CUSTOMER][NEUTRAL] Just basic
[CUSTOMER][NEUTRAL] All treatment OK.
[AGENT][NEUTRAL] Per
[CUSTOMER][POSITIVE] OK, that's all I needed to know thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No ma'am thank you.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye bye.