AccountId: 011433970860
ContactId: 233fde6d-89cc-49fe-a24e-d0a45d0c2e30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 59090 ms
Total Talk Time (AGENT): 34148 ms
Total Talk Time (CUSTOMER): 19279 ms
Interruptions: 0
Overall Sentiment: AGENT=4.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/233fde6d-89cc-49fe-a24e-d0a45d0c2e30_20250109T15:27_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. I just need to check to see if the policy is still active.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and the policy number for the patient please.
[CUSTOMER][NEUTRAL] It's 613-094.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you. It'd be my pleasure to help you with that eligibility. Actually, I'm showing that Ms. [PII]'s policy is active. Effective date is [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it. I thank you so much.
[AGENT][POSITIVE] And thank you for calling APL [PII] you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.