AccountId: 011433970860
ContactId: f930ade9-a1f8-4fe0-8981-79c4a498859d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89690 ms
Total Talk Time (AGENT): 27231 ms
Total Talk Time (CUSTOMER): 51709 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/f930ade9-a1f8-4fe0-8981-79c4a498859d_20250418T20:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, good afternoon. Uh, my name is [PII], a provider, uh, like to ask you some questions.
[AGENT][NEUTRAL] Your name is [PII]?
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] Spell it for me please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's your policy number?
[CUSTOMER][NEUTRAL] No, that, that's uh I'm with the provider.
[AGENT][NEUTRAL] OK, what's the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, the policy number is 024.
[CUSTOMER][NEUTRAL] 96929.
[AGENT][NEUTRAL] What's your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] A patient's name is [PII] who is.
[CUSTOMER][NEUTRAL] And uh I'm looking here uh this financial benefits sent to me I don't the date of birth.
[AGENT][NEUTRAL] OK, I'll need to verify your date of birth to proceed.
[CUSTOMER][NEUTRAL] I don't have it.
[CUSTOMER][NEUTRAL] Yeah I got it. So what time do you close today?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Your office, what time, what time do your office close? I can call later.
[AGENT][NEUTRAL] That's, it's.
[AGENT][NEUTRAL] At [PII] Central Standard Time.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'll call you. I'll call back in 30 minutes with the date of birth.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All righty. Now bye bye.
[CUSTOMER][NEUTRAL] Alright.