AccountId: 011433970860
ContactId: fc527fd3-9636-4a6c-9589-0268561d7811
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65370 ms
Total Talk Time (AGENT): 16828 ms
Total Talk Time (CUSTOMER): 25698 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/fc527fd3-9636-4a6c-9589-0268561d7811_20250515T20:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon, [PII]. I'm calling for benefits. I'm a provider.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] It is [PII], um [PII].
[AGENT][NEUTRAL] OK, thanks, [PII]. And then can I get the policy number for that patient?
[CUSTOMER][NEUTRAL] 02480037
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, it looks like this policy terminated for 1-2025.
[CUSTOMER][POSITIVE] Got it thank you um have a great day.
[AGENT][POSITIVE] Thanks for calling APL. You too. Bye-bye.