AccountId: 011433970860
ContactId: dcf2be00-f654-4112-aa55-af52e4ce78d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73099 ms
Total Talk Time (AGENT): 26295 ms
Total Talk Time (CUSTOMER): 27950 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/dcf2be00-f654-4112-aa55-af52e4ce78d1_20250410T20:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at Mercy OBGYN, and I was calling to uh check benefits for a patient.
[AGENT][POSITIVE] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it is 018898-8889.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, let's see. So I show this policy is terminated, but let me see if there is an active policy.
[AGENT][NEUTRAL] Yeah, I show this one terminated 71-2023 and I don't have any active policy on file.
[CUSTOMER][POSITIVE] OK, all right, well thank you so much for your help.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh huh you too bye bye.