AccountId: 011433970860
ContactId: 362b51b8-108b-4adf-9fa9-890ee56b707f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143839 ms
Total Talk Time (AGENT): 55000 ms
Total Talk Time (CUSTOMER): 57499 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/362b51b8-108b-4adf-9fa9-890ee56b707f_20250321T17:08_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.
[CUSTOMER][NEUTRAL] Yes, I'm calling to check and see if the policy is active.
[AGENT][NEUTRAL] OK, I can help you with that. Can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] It's [PII], it's [PII]
[CUSTOMER][NEUTRAL] Um, phone number is gonna be [PII]. You're welcome. It's [PII].
[AGENT][POSITIVE] Thank you, Miss [PII].
[AGENT][NEUTRAL] Thank you ma'am and what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] The Mayo Clinic of Rochester.
[AGENT][NEUTRAL] OK, let me pull up this policy real quick.
[AGENT][NEUTRAL] OK, it's ready. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK. I have
[CUSTOMER][NEUTRAL] [PII], last name [PII] Uh looks like date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Policy is 02583590.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I've got Miss Darla pulled up and I do show that she does have an active policy with us, and the effective date of her policy is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII]. OK. Can I have a reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much. You have a great day.
[AGENT][POSITIVE] You too, Miss [PII]. Have a wonderful weekend. Is there anything else I can help you with before we call we go?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] You're welcome thank you for calling have a good weekend bye bye.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] You too. Bye-bye.