AccountId: 011433970860
ContactId: 0c7212e0-fb15-4b1b-bbfb-f91b63c7ac24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88900 ms
Total Talk Time (AGENT): 39060 ms
Total Talk Time (CUSTOMER): 27918 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/0c7212e0-fb15-4b1b-bbfb-f91b63c7ac24_20250508T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just checking to see if the plan is still active.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. Uh, can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] direct line is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is uh the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Arizona Oncology.
[AGENT][NEUTRAL] OK, and may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] is [PII] policy 02455064.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] Alright, I do show that this policy for [PII] is no longer active. The policy did terminate on [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day. Is that everything I can help you with, Ms. [PII]?
[CUSTOMER][POSITIVE] That was all thank you.
[AGENT][POSITIVE] OK, you take care and thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye bye, ma'am.