AccountId: 011433970860
ContactId: fe63079c-3288-4230-920d-3f2a41a97c52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77650 ms
Total Talk Time (AGENT): 37450 ms
Total Talk Time (CUSTOMER): 26890 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/fe63079c-3288-4230-920d-3f2a41a97c52_20250312T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm trying to check on benefits for a patient please.
[AGENT][POSITIVE] Sure, I can take benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do it's 02573871.
[AGENT][NEUTRAL] OK. And uh what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] It shows [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy terminated [PII]. If you give me one moment, I'll see if he has one that's active. Might should be a different policy number.
[AGENT][NEUTRAL] OK, he does not, this was the last policy he had with us.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] No, we're good, thank you.
[AGENT][POSITIVE] Alrighty well thanks for giving us a call have a great rest of your day.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.