AccountId: 011433970860
ContactId: d7893c31-37d2-40d0-8f10-4a67f8ea1365
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86400 ms
Total Talk Time (AGENT): 43010 ms
Total Talk Time (CUSTOMER): 28197 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/d7893c31-37d2-40d0-8f10-4a67f8ea1365_20250226T19:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], um, I'm just checking to make sure this patient is active and if the CPT requires off.
[AGENT][NEUTRAL] OK, yeah, let's take a look. Do you have their policy number?
[CUSTOMER][NEUTRAL] Uh yes, I have 02282210.
[AGENT][NEUTRAL] OK, let me pull this up. And if you don't mind, can I grab your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thanks [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh, what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so it looks like the patient's plan has terminated. That is effective [PII]. Don't show any other active coverage with us, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well that's all I need to know for now thank you for your help. um do you have a call reference?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yeah, absolutely. It's my name with my last initial then today's date. My name is [PII], which is [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] And then you said the date.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK awesome alright thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.