AccountId: 011433970860
ContactId: fc7ff008-07ed-48c2-9067-fb0fcae386dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104559 ms
Total Talk Time (AGENT): 40700 ms
Total Talk Time (CUSTOMER): 25173 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/fc7ff008-07ed-48c2-9067-fb0fcae386dd_20250605T13:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am with the pain rehab group and I need to verify a supplemental insurance plan.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 1387566
[AGENT][NEUTRAL] Thank you [PII], hold on one moment please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] And can I verify her date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. Actually, this policy canceled [PII]. Let me look and see if she has any other active coverage.
[AGENT][NEUTRAL] OK, I do not see an active policy, so it did cancel [PII].
[CUSTOMER][POSITIVE] OK, thank you for your help.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Thank you, [PII], for calling IPO. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.