AccountId: 011433970860
ContactId: 2a5cd9b6-8a54-4232-acbc-850494ecdaaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97089 ms
Total Talk Time (AGENT): 35631 ms
Total Talk Time (CUSTOMER): 25591 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/2a5cd9b6-8a54-4232-acbc-850494ecdaaf_20250123T16:20_UTC.wav
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[CUSTOMER][NEUTRAL] Have a call back please press pound.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to see if a patient's policy was still active.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] It's 1702702.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, I do show that [PII] is no longer active on this policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me look and see what day.
[CUSTOMER][NEUTRAL] If you would like to have a call back, please press pound.
[AGENT][NEUTRAL] As of [PII].
[CUSTOMER][NEUTRAL] OK, and what's your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're very welcome, [PII]. You have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.