AccountId: 011433970860
ContactId: 346dde8c-e258-4ace-bcb8-70146717ed83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64080 ms
Total Talk Time (AGENT): 32261 ms
Total Talk Time (CUSTOMER): 29802 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/346dde8c-e258-4ace-bcb8-70146717ed83_20250418T12:47_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from on a um, a provider's office. I just need to confirm if a patient's policy is still active.
[AGENT][NEUTRAL] OK, I can help with eligibility. What's that policy number, please?
[CUSTOMER][NEUTRAL] It is 02508098 M as in mom, L as in Larry 8.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Of course [PII].
[AGENT][NEUTRAL] Thank you. It went into effect on July. Excuse me, I apologize. Just a second here. The policy went into effect on [PII]. It is active. Now is there anything else at all I can help with?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Lastly just the reference number for this call [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We'll use that today's date as our reference.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Thanks for contacting AP