AccountId: 011433970860
ContactId: 0f435fc3-b08a-4463-a02c-eb50cd5b0cc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62900 ms
Total Talk Time (AGENT): 26482 ms
Total Talk Time (CUSTOMER): 33290 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/0f435fc3-b08a-4463-a02c-eb50cd5b0cc7_20250310T20:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Quorum Infusion Services, and I just spoke to another, uh, one of your colleagues a few minutes ago, uh, to verify a patient's policy, and I forgot to get the effective date. I'm wondering if you can help me look it up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Absolutely, [PII]. What is the patient's policy number that you have?
[CUSTOMER][NEUTRAL] 02369683 M as in Mary L as in Lima 8.
[AGENT][POSITIVE] Alright, thank you for that and.
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]'s date of birth [PII].
[AGENT][NEUTRAL] Thank you. Patient's effective date is [PII] and they are still active, so no term date.
[CUSTOMER][POSITIVE] OK, great, that helps a great deal. Thank you so much. I appreciate your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye now.
[AGENT][NEUTRAL] Bye bye.