AccountId: 011433970860
ContactId: 2d0379a3-eb51-4eae-aa74-bba13b0ca596
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109370 ms
Total Talk Time (AGENT): 49440 ms
Total Talk Time (CUSTOMER): 59369 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/2d0379a3-eb51-4eae-aa74-bba13b0ca596_20250204T15:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you for calling ATL.
[CUSTOMER][NEUTRAL] Hi how are you? Um, I'm just calling uh I'm doing good. I'm just calling to verify in um a patient right now, just wanna know if he's currently active.
[AGENT][POSITIVE] I'm good. How are you doing?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of a patient. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] yeah.
[CUSTOMER][NEUTRAL] Yeah, um my name is um [PII].
[AGENT][NEUTRAL] OK, and then Miss [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the patient's policy number.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] 250-573-9
[AGENT][NEUTRAL] OK, let me pull the policy up for us real quick.
[CUSTOMER][NEGATIVE] And so this no government is with you if I wanna.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, I do see that, oh gosh, I destroyed by this name. Miss [PII], Mr. [PII] does have an active policy, and the effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got it perfect thank you so much.
[AGENT][POSITIVE] You're welcome. You have a good day, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Bye have a good one.
[AGENT][NEUTRAL] Bye-bye.