AccountId: 011433970860
ContactId: f07fe9e8-a0e4-4bcb-8daf-4a31e1f448c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98019 ms
Total Talk Time (AGENT): 44608 ms
Total Talk Time (CUSTOMER): 32563 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/f07fe9e8-a0e4-4bcb-8daf-4a31e1f448c2_20250313T15:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with Brass Surgery Center calling for outpatient benefits.
[AGENT][NEUTRAL] OK, sure. I can assist you with outpatient benefits, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] This was
[CUSTOMER][NEUTRAL] 01697476
[AGENT][NEUTRAL] OK, may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And let me see if I have a new policy. This one is terminated. Bear with me.
[AGENT][NEUTRAL] OK, Ms. [PII], I don't have a new policy for this member. This one was terminated [PII].
[CUSTOMER][NEUTRAL] And what's your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Mhm, yes.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, I'll let the doctor's office know thank you.
[AGENT][POSITIVE] OK. Is there anything else? You're welcome. Have a good day, Miss. Bye-bye. Thank you.
[CUSTOMER][NEUTRAL] OK, alright, OK, bye bye you too bye bye.