AccountId: 011433970860
ContactId: 00832d17-fddc-4981-9475-b27f4048e1e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114800 ms
Total Talk Time (AGENT): 44081 ms
Total Talk Time (CUSTOMER): 40104 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/00832d17-fddc-4981-9475-b27f4048e1e1_20250131T13:38_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, good morning. My name is [PII]. I'm calling to see if my number is active.
[AGENT][NEUTRAL] OK, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And 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] Um, my phone number is [PII].
[AGENT][NEUTRAL] The, the patient's policy number.
[CUSTOMER][NEUTRAL] Um, 02404350 M as in Mary, L Lima 8.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And you were needing to know if this policy was active?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can look that up for you. The effective date is [PII].
[AGENT][NEUTRAL] The policy is active.
[CUSTOMER][NEUTRAL] OK, and do you mind uh repeating your name for me?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the need of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And do you have a reference?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Thank you, [PII] for calling IPL. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.