AccountId: 011433970860
ContactId: 1d123712-3bba-4670-9389-cd6a53d2eb41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58400 ms
Total Talk Time (AGENT): 26451 ms
Total Talk Time (CUSTOMER): 25578 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/1d123712-3bba-4670-9389-cd6a53d2eb41_20250109T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Memorial Cardic Services. I'm trying to verify a patient plan is still active with APL.
[AGENT][NEUTRAL] OK, yeah, I can see if that policy is still active. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] 0163 8139 ML 8.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][POSITIVE] OK thank you that's all I needed.
[AGENT][NEUTRAL] OK, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Alright, well thanks for calling APL.