AccountId: 011433970860
ContactId: 272bb12e-9d4f-4d67-94ea-ff018c4fa182
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122930 ms
Total Talk Time (AGENT): 53487 ms
Total Talk Time (CUSTOMER): 61513 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/272bb12e-9d4f-4d67-94ea-ff018c4fa182_20250207T17:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. My name is [PII]. I'm calling from [PII] with Integris Health [PII], and I just need to get an effective date on a patient's policy, please.
[AGENT][NEUTRAL] OK, and you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, trying to add more to your name, Miss [PII].
[CUSTOMER][NEUTRAL] Uh-huh, yes.
[CUSTOMER][NEUTRAL] Well, that's actually my middle name is [PII] but it's separate.
[CUSTOMER][POSITIVE] So you're, so you're kind of right.
[AGENT][NEUTRAL] unknowingly, right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's that policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, what we have is 021-74748.
[AGENT][POSITIVE] Thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] And you said the policy number was 02174748?
[CUSTOMER][NEUTRAL] Yes, uh huh, that's what it says policy certificate number anyway.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] OK, her name is [PII], [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. I'm showing her effective date is [PII], and she is active on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alrighty now is there a call reference to this uh this a call number for this reference?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you can use my name at today's date.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, just your name and today's date. How do you spell your name?
[AGENT][NEUTRAL] [PII] and my last initial is [PII], yes ma'am.
[CUSTOMER][NEUTRAL] Just OK.
[CUSTOMER][POSITIVE] You, OK, alrighty, well thank you so much, Ms. [PII].
[AGENT][POSITIVE] You are welcome and you have a great day. Have a great day and weekend, Ms. [PII]. Bye.
[CUSTOMER][POSITIVE] Uh you too you too uh huh, you too, hon, thank you, bye bye.
[AGENT][NEUTRAL] Bye.