AccountId: 011433970860
ContactId: dd1573df-8b74-441f-9ab6-4dbc4aafb4f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120400 ms
Total Talk Time (AGENT): 43027 ms
Total Talk Time (CUSTOMER): 39629 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/dd1573df-8b74-441f-9ab6-4dbc4aafb4f7_20250401T20:27_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I am calling to verify the insurance for one of my patients.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it is [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have 2,100,370.
[AGENT][NEUTRAL] Thank you, May hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's that policy? I mean, I'm sorry, what's that patient's name?
[CUSTOMER][NEUTRAL] Yes, the first name is [PII], the last name is [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] I just I just need to know if the insurance, um, is active.
[AGENT][NEUTRAL] OK, I can help you with that. The policy was effective [PII] and the policy is active.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Uh, no, I just, I would just need the call reference number.
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you so much [PII] I greatly appreciate your help.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good afternoon.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.