AccountId: 011433970860
ContactId: 21159e7c-5c18-44bc-aebd-ee421dfde47f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81949 ms
Total Talk Time (AGENT): 27734 ms
Total Talk Time (CUSTOMER): 30390 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/21159e7c-5c18-44bc-aebd-ee421dfde47f_20250305T21:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, Ms. [PII], I actually have another patient I totally forgot.
[CUSTOMER][NEUTRAL] Uh, to check it's [PII] again.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Hello, um, and you could just let me know when you're ready for the number.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, I'm ready for the number, name and date of birth.
[CUSTOMER][NEUTRAL] Alrighty's 02443496.
[CUSTOMER][NEUTRAL] And this is for [PII]. Uh, she's a dependent 628-2012.
[AGENT][NEUTRAL] OK, let me go and pull that one up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see, um [PII].
[AGENT][NEUTRAL] OK, this policy for [PII] is active and her effective date is [PII].
[CUSTOMER][POSITIVE] Alrighty, perfect. That is all I need.
[AGENT][POSITIVE] OK. You have a good night, [PII].
[CUSTOMER][POSITIVE] Thank you you too. Good night, bye bye.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Bye bye.