AccountId: 011433970860
ContactId: fafe1343-52e8-46fe-840c-4db80cdd63e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81239 ms
Total Talk Time (AGENT): 32907 ms
Total Talk Time (CUSTOMER): 41757 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/fafe1343-52e8-46fe-840c-4db80cdd63e7_20250317T18:47_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting AT. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon. My name is [PII]. I'm calling from the doctor's office. I'm here with a mutual patient. I was just calling to see if his uh American public life benefits covered his co-pay office visit specialist.
[AGENT][NEUTRAL] OK, I can certainly look that up. [PII], what's the policy number, please?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] 02458494 M as in Michael, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] patient's date of birth is.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Where is he? [PII] [PII].
[AGENT][NEUTRAL] OK, I appreciate that. His policy went into effect on [PII]. It is active. You asked about his office visit co-pays. Uh, the co-pays are not covered, but treatment or procedures within the physician's office is.
[CUSTOMER][NEUTRAL] OK, and can I get a reference number for that?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as a reference. Is there anything else at all I can help with?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Uh, [PII]. No, ma'am, thank you so much.
[AGENT][POSITIVE] OK, thank you for contacting APL. Have a very good day. Thank you.
[CUSTOMER][POSITIVE] Thank you you too thanks bye.