AccountId: 011433970860
ContactId: 1590ac6f-e744-487f-aa35-3876229ae301
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78779 ms
Total Talk Time (AGENT): 31697 ms
Total Talk Time (CUSTOMER): 28573 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/1590ac6f-e744-487f-aa35-3876229ae301_20250306T23:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm just calling to see if a policy is active for a patient.
[AGENT][NEUTRAL] Sure, I can see, uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 01611704.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for your help. What was your name?
[AGENT][NEUTRAL] Yeah, [PII] Was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Your initial for your last name?
[AGENT][NEUTRAL] It's A
[CUSTOMER][POSITIVE] Perfect thank you so much that's all.
[AGENT][POSITIVE] Of course, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.