AccountId: 011433970860
ContactId: f65a03db-6b85-4a5d-bec7-d604030fa109
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118300 ms
Total Talk Time (AGENT): 44771 ms
Total Talk Time (CUSTOMER): 53452 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/f65a03db-6b85-4a5d-bec7-d604030fa109_20250612T18:40_UTC.wav
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[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I had a question about a patient please.
[AGENT][POSITIVE] OK. Happy to help. Do we have a policy number?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. It is 02614617.
[AGENT][NEUTRAL] Thank you, [PII]. And then for documentation, do you have a good callback number, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I've got the number pulled up here. What kind of questions do we have?
[CUSTOMER][NEUTRAL] Um, I need to find out the name of the group. Is it, um, she stated it was through an employer, um, I just don't see anywhere on here where it says that.
[AGENT][NEUTRAL] Uh, the name of the group is the Mega Force Staffing.
[CUSTOMER][NEUTRAL] The mega 47.
[AGENT][NEUTRAL] And I have a
[AGENT][NEUTRAL] Mhm, it's a staffing agency.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I have a group number if you need that.
[CUSTOMER][NEUTRAL] OK, and now does she.
[CUSTOMER][NEUTRAL] Is it the policy number?
[CUSTOMER][NEUTRAL] Or so I have um a policy certificate number.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] So yeah, that is valid for the policy. I just didn't know if you needed the group number for the employer.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK. The group number is 70044.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][POSITIVE] OK, yep, that was it. Thank you so much.
[AGENT][NEUTRAL] You're welcome. Anything else?
[CUSTOMER][POSITIVE] Mm thank you.
[AGENT][POSITIVE] Have a good day. Thank