AccountId: 011433970860
ContactId: 47a66765-d8f2-412b-8a1b-4e0718c53b81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84260 ms
Total Talk Time (AGENT): 39461 ms
Total Talk Time (CUSTOMER): 31453 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/47a66765-d8f2-412b-8a1b-4e0718c53b81_20250303T17:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I was just calling to verify that a patient's plan is currently active.
[AGENT][NEUTRAL] Sure, I can see if that policy is active. Um, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. And
[CUSTOMER][NEUTRAL] You would just have to ask me. I don't have a direct extension.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, 022.
[CUSTOMER][NEUTRAL] 838
[CUSTOMER][NEUTRAL] 21, M as in Mary, L as in love, 8.
[AGENT][NEUTRAL] All righty. And then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and is there a reference number for the call or just your name?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] That's it. Thank you so much for your time. Have a good day.
[AGENT][POSITIVE] Alright, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.