AccountId: 011433970860
ContactId: 21250f62-5073-4d5a-a107-bd3fd178e74c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78120 ms
Total Talk Time (AGENT): 38834 ms
Total Talk Time (CUSTOMER): 26122 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/21250f62-5073-4d5a-a107-bd3fd178e74c_20250217T22:06_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I just need to check and see if a a dependent is active under a plan.
[AGENT][POSITIVE] Well it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what is a good callback number please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 01813737.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with eligibility for Westland.
[AGENT][NEUTRAL] [PII], I'm showing that Westland's policy is active. Effective date is [PII].
[CUSTOMER][POSITIVE] OK awesome that was all I needed.
[AGENT][POSITIVE] OK, [PII], my pleasure to assist you with that eligibility. Thank you for calling APL and I hope you have a lovely evening.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you bye bye.