AccountId: 011433970860
ContactId: f2f88c21-73f6-44c4-934c-319aefa4dfe1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89620 ms
Total Talk Time (AGENT): 37468 ms
Total Talk Time (CUSTOMER): 35850 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/f2f88c21-73f6-44c4-934c-319aefa4dfe1_20250515T19:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm calling to verify um.
[CUSTOMER][NEUTRAL] If benefits are available for this patient.
[AGENT][NEUTRAL] OK. What's your name and the policy number?
[CUSTOMER][NEUTRAL] My name is [PII] The policy number is 01891191ML8.
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you're calling to verify, did you say benefits?
[CUSTOMER][NEUTRAL] Yes, ma'am. If there is any.
[AGENT][NEUTRAL] OK, is this for
[AGENT][NEUTRAL] OK, in office or outpatient facility or inpatient?
[CUSTOMER][NEUTRAL] Outpatient facility.
[AGENT][NEUTRAL] OK. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah, I have the information for you. Um, the policy effective date is [PII], and I show the policy is no longer active as of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I figured thank you so much for your time have a great day.
[AGENT][POSITIVE] Oh, you're, you're welcome. Any other questions I can assist with today, [PII]?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] OK, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.