AccountId: 011433970860
ContactId: e5b70e63-3403-4f7c-bbf8-52d13ddaaf0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81900 ms
Total Talk Time (AGENT): 29182 ms
Total Talk Time (CUSTOMER): 40040 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=3.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/e5b70e63-3403-4f7c-bbf8-52d13ddaaf0c_20250612T17:51_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][POSITIVE] Good afternoon, [PII]. My name is [PII] and I'm calling to get benefits from mutual patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits today, [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Absolutely, that's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02229039 M as in Mike, L as in Larry, 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Last name is [PII], first name is [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now I am showing that this policy termed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, thank you for the information. And uh, is there another policy active or or just that one that turned?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, OK, thank you for your help. And can I just for my records, get your name please?
[AGENT][NEUTRAL] Reference is just my name [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] That'll be all. Thank you for your help, [PII]. You have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.