AccountId: 011433970860
ContactId: ff239ba8-de38-4de9-a865-5c7de73df085
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81699 ms
Total Talk Time (AGENT): 39662 ms
Total Talk Time (CUSTOMER): 27901 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/ff239ba8-de38-4de9-a865-5c7de73df085_20250515T16:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APO with [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from the Oklahoma Proton Center. I just need to verify benefits and eligibility.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I have 01792127.
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] And do you have the callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you, ma'am. I'm showing his effective date is [PII]. He is active on the policy and what benefits you're needing for the patient?
[CUSTOMER][NEUTRAL] Well, I really just need to know if it was active. Um, is there a call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] What was your name again?
[AGENT][NEUTRAL] It's [PII], last initial [PII]
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII]. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.