AccountId: 011433970860
ContactId: 5a0ec6b0-bb06-4fcd-a2da-7272b0d63275
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98389 ms
Total Talk Time (AGENT): 42225 ms
Total Talk Time (CUSTOMER): 65593 ms
Interruptions: 5
Overall Sentiment: AGENT=2.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/5a0ec6b0-bb06-4fcd-a2da-7272b0d63275_20250123T18:25_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] [PII], can you hear me?
[AGENT][POSITIVE] Oh, yes, I can. Hi.
[CUSTOMER][NEUTRAL] Sorry about that. Hi, I am calling to check to see if a patient has an active policy.
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] Oh yeah, I'd love to help you with that today. Do you mind if I get your name and a good callback number please?
[CUSTOMER][NEUTRAL] It's [PII] phone number [PII].
[AGENT][POSITIVE] Thank you, [PII]. I appreciate that. What's the member's policy number?
[CUSTOMER][POSITIVE] Thank you I appreciate that's 02389394 and the first initial to your last name?
[AGENT][POSITIVE] It's B like boy, thank you for asking.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me get this pulled up.
[AGENT][NEUTRAL] All right. Would you be able to verify for me, please, your insured's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Alright, would you be able to verify for me please your insurance first and last name and date of birth? [PII], um [PII].
[AGENT][POSITIVE] Perfect. I see her right here. She's current and active with us with an effective date of [PII].
[CUSTOMER][POSITIVE] Perfect, I see her right here. She's current and active with us with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, so she still has an active plan. And is this a supplement plan?
[AGENT][NEUTRAL] Yes, we are her supplemental secondary insurance.
[CUSTOMER][POSITIVE] Yes, we are her supplemental secondary insurance. OK great well thank you so much you have a good day. Oh, actually you can have a call reference number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You bet you it's just my name and today's date, Ms. [PII].
[CUSTOMER][NEUTRAL] You bet you it's just my name in today's date, Ms [PII]. OK, thank you.
[AGENT][POSITIVE] My pleasure. Thank you for calling ATL and you have a fabulous day.
[CUSTOMER][POSITIVE] My pleasure. Thank you for calling. Thank you too bye.
[AGENT][NEUTRAL] Bye bye.