AccountId: 011433970860
ContactId: 1d0df899-bb01-4050-a8e7-0871bccc5f4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68599 ms
Total Talk Time (AGENT): 25177 ms
Total Talk Time (CUSTOMER): 33101 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/1d0df899-bb01-4050-a8e7-0871bccc5f4a_20250221T19:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I just spoke with [PII] and I, um, confirmed benefits for a patient, but I just needed their effective date. Forgot to write that down. Are you able to help me with their start effective date for the patient?
[AGENT][NEUTRAL] Yes, ma'am. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] 01845866 M like Mike L like Larry, and the number 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. I'm showing his effective date is [PII], and he is active on the policy.
[CUSTOMER][POSITIVE] [PII]. Perfect. Alright, thank you so much for confirming that for me, [PII]. Enjoy the rest of your day.
[AGENT][POSITIVE] Oh, you too, Ms. [PII], and thanks for calling APL.
[CUSTOMER][POSITIVE] No problem. Bye.
[AGENT][NEUTRAL] Bye.