AccountId: 011433970860
ContactId: d8fbcc90-98e1-433d-bf09-c0045a6d5b2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74709 ms
Total Talk Time (AGENT): 19555 ms
Total Talk Time (CUSTOMER): 40831 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/d8fbcc90-98e1-433d-bf09-c0045a6d5b2f_20250610T18:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, also, so. This is [PII] Claims. Um, I have a provider on the line. She's calling to verify benefits for, um, hospital indemnity policy, and she's looking for office visit coverage, but I'm not seeing any on the policy, but she said she spoke with someone earlier who told her that there were, so could you further assist her?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm. Sure, yes. And what's her name?
[CUSTOMER][NEUTRAL] Um, her name is [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And her callback number is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] The policy number is 251-8019.
[AGENT][NEUTRAL] Did you verify the information uh of the member?
[CUSTOMER][NEUTRAL] Yes, I verified all her information.
[AGENT][NEUTRAL] So it's for [PII].
[CUSTOMER][NEUTRAL] Yeah, that's her.
[AGENT][POSITIVE] OK, perfect. OK, thank you.
[CUSTOMER][POSITIVE] OK. Here she is. Thank you.
[AGENT][POSITIVE] You're welcome.