AccountId: 011433970860
ContactId: 26b143a9-d591-4c65-ac49-72faa6fb1b1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71089 ms
Total Talk Time (AGENT): 31729 ms
Total Talk Time (CUSTOMER): 29331 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/26b143a9-d591-4c65-ac49-72faa6fb1b1c_20250519T15:24_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 just trying to verify a patient, um, supplement plan got the plan is, um, active.
[AGENT][NEUTRAL] Yeah, I can check to see if that policy is active. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] What they am [PII].
[AGENT][NEUTRAL] [PII], OK, sorry about that um can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got it thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 02598409 ML 8.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][POSITIVE] OK, that's all I needed thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.