AccountId: 011433970860
ContactId: 0403fdfe-006f-4b00-bada-ab36d626e132
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93480 ms
Total Talk Time (AGENT): 37606 ms
Total Talk Time (CUSTOMER): 32385 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/0403fdfe-006f-4b00-bada-ab36d626e132_20250103T17:25_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was calling to see if there's um.
[CUSTOMER][NEUTRAL] Uh, to verify if there's an active, if one of our members is still active.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And what is the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, it's going to be 144.
[CUSTOMER][NEUTRAL] 9776.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, number 5.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] My record's date of birth is uh this um [PII].
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] All right, let me see if I have a new policy. This one is terminated. OK, one moment.
[CUSTOMER][POSITIVE] OK, thank you so much I really appreciate that.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I did not find a new policy. Um, this one was effective [PII] and it terminated [PII].
[CUSTOMER][POSITIVE] OK, that's fine thank you so much for your help today you have a wonderful rest of your day.
[AGENT][POSITIVE] You're welcome, you as well and thank you for calling ATL. Have a good day.
[CUSTOMER][POSITIVE] Bye bye take care.
[AGENT][NEUTRAL] Mhm