AccountId: 011433970860
ContactId: 1bf2ede3-c0f3-4b94-b11a-3764331da645
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110839 ms
Total Talk Time (AGENT): 37701 ms
Total Talk Time (CUSTOMER): 46460 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/1bf2ede3-c0f3-4b94-b11a-3764331da645_20250313T12:41_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I hope so, [PII]. I was with somebody and then it just kind of went blank and there's no sound for a long enough time that I figured we got disconnected or something, but if I just wanna make sure that this, uh, patient is still active on their policy.
[AGENT][NEUTRAL] OK, and what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, that number is 02552755.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth.
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you just wanted to know if the policy was active?
[CUSTOMER][NEUTRAL] Yes, yeah, and do you all fax a ver a breakdown of benefits or?
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Yes, ma'am. I can fax it to you. What's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. The effective date was [PII] and it is active.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][POSITIVE] And I'll fax you those benefits. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll do it thank you so much for your time and today.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too you take care bye.
[AGENT][POSITIVE] Thank you. Bye bye.