AccountId: 011433970860
ContactId: 4a27797c-1b2d-44a6-8316-5be17671389b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81510 ms
Total Talk Time (AGENT): 34986 ms
Total Talk Time (CUSTOMER): 35322 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/4a27797c-1b2d-44a6-8316-5be17671389b_20250411T15:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. Um, my name is [PII]. I'm calling from Baptist. I'm calling just to make sure my patient's APL is still active.
[AGENT][NEUTRAL] Yeah, I can check to see if that policy is active. Uh, right, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, um, it's gonna be 971104.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying that, [PII]. Uh, so this policy terminated [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, they do not. This was the only policy they had with us.
[CUSTOMER][POSITIVE] Alright, alright, that's what I needed. Thank you so much. Have a wonderful day.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL you too thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.