AccountId: 011433970860
ContactId: 0d4b32d5-c915-470f-9f7e-3bb0c79b8797
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98050 ms
Total Talk Time (AGENT): 38143 ms
Total Talk Time (CUSTOMER): 34551 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/0d4b32d5-c915-470f-9f7e-3bb0c79b8797_20250314T15:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Associates and Advanced Maternal fetal medicine. I just need to confirm if the patient's policy is still active.
[AGENT][NEUTRAL] OK, I can help you with eligibility and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Of course [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy number is 02589500 M as in Mary, L as in love 8 and her name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look her up real quick.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] OK, I do show that [PII] does have an active policy with us.
[AGENT][NEUTRAL] And the effective date of the policy is [PII].
[CUSTOMER][POSITIVE] Perfect. And last thing I, can I just have your name and the reference number of this call, please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII].
[AGENT][NEUTRAL] In today's date.
[CUSTOMER][POSITIVE] Thank you so much Do you have a good day.
[AGENT][POSITIVE] You too you have a good weekend. um thank you for calling APL.
[CUSTOMER][NEUTRAL] Likewise.
[CUSTOMER][POSITIVE] Thank you my love bye bye.
[AGENT][NEUTRAL] Uh bye-bye, Miss [PII].