AccountId: 011433970860
ContactId: 1fda53c7-b87c-487d-90c4-844eb104d324
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93239 ms
Total Talk Time (AGENT): 39877 ms
Total Talk Time (CUSTOMER): 39660 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/1fda53c7-b87c-487d-90c4-844eb104d324_20250409T12:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was just trying to see if this patient plan was active.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] I just had it.
[CUSTOMER][NEUTRAL] 01881588 M as in Mary, L as in Lima.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you for that information, uh, [PII].
[CUSTOMER][NEUTRAL] I mean I.
[AGENT][NEUTRAL] All right. So that policy is no longer active, but I do show a current policy number. Let me know when you're ready for that, uh, policy number.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Ready?
[AGENT][NEUTRAL] It's 247.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3162.
[AGENT][NEUTRAL] And the policy effective date?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] And I show this policy is active at this time, and did you have any other questions?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] No ma'am thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.