AccountId: 011433970860
ContactId: 59546b44-c0fc-48dd-a4a4-d9ae40c25ec1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85519 ms
Total Talk Time (AGENT): 35387 ms
Total Talk Time (CUSTOMER): 35989 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/59546b44-c0fc-48dd-a4a4-d9ae40c25ec1_20250116T14:19_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with Memorial Healthcare System. Um, I just wanted to check if a patient's still active.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Policy number 02552057M as in MaryL7.
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, sorry, [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you. This policy was terminated [PII] and the member has no active policy here.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Is there anything else that I could assist you with? My name is [PII] for the first initial and my last name, and there is no reference number. You can use my name in today's date as reference.
[CUSTOMER][NEUTRAL] Um, can you remind me your name?
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Perfect, thank you so much.
[CUSTOMER][POSITIVE] Uh, no, thank you. I hope you have a great day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][POSITIVE] Thank you you too.