AccountId: 011433970860
ContactId: f6091396-7c9c-4274-9fd2-400ebd78133f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76050 ms
Total Talk Time (AGENT): 20570 ms
Total Talk Time (CUSTOMER): 29270 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/f6091396-7c9c-4274-9fd2-400ebd78133f_20250515T18:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Medical Service Company. I needed to get DME benefits for a member.
[AGENT][NEUTRAL] OK, [PII], I can help you with DME benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And policy number for the patient?
[CUSTOMER][NEUTRAL] 02566961
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Uh, it looks like this policy terminated [PII].
[CUSTOMER][NEUTRAL] Hm. [PII] policy terminated.
[CUSTOMER][POSITIVE] OK, that is exactly what I needed. Is there a call reference number for our call?
[AGENT][NEUTRAL] That's my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.