AccountId: 011433970860
ContactId: 2747df01-6019-4b01-ad34-b95171082289
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77540 ms
Total Talk Time (AGENT): 37050 ms
Total Talk Time (CUSTOMER): 25132 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/2747df01-6019-4b01-ad34-b95171082289_20250311T19:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII] at University of Iowa. How are you?
[AGENT][NEUTRAL] I am fine, [PII], and yourself?
[CUSTOMER][NEUTRAL] Good, just calling to see if the policy is still active please.
[AGENT][NEUTRAL] OK, I can verify that for you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] 01849095
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Oh, OK, one moment.
[AGENT][NEUTRAL] Uh, so she had a policy with us effective [PII].
[AGENT][NEUTRAL] And the policy terminated on [PII] this year.
[CUSTOMER][NEUTRAL] Perfect, just wanna confirm, and do you have a call reference number please?
[AGENT][NEUTRAL] Uh, no, sir, but if you like, you may use my name at today's date. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Perfect well thank you so much you have a great day.
[AGENT][POSITIVE] Alright, you too, [PII], and thank you for calling APL. Bye.
[CUSTOMER][POSITIVE] Thank you.