AccountId: 011433970860
ContactId: 6bae4d4f-2da4-41f2-8f78-032d522b63a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103199 ms
Total Talk Time (AGENT): 47332 ms
Total Talk Time (CUSTOMER): 39716 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/6bae4d4f-2da4-41f2-8f78-032d522b63a3_20250103T17:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. My name's [PII]. I'm with physicians and surgeons OBGYN clinic. I'm just needing to see if a patient's active through y'all still.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with that. What is your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK, and then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And her policy number, please.
[CUSTOMER][NEUTRAL] 02467128
[AGENT][NEUTRAL] OK, let me look her up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] And her effective date is [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] at our.
[AGENT][NEUTRAL] No, I apologize. It's paid to [PII]. It's effective date is [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] OK, and then she's still active, correct?
[AGENT][NEUTRAL] Yes, she is active.
[CUSTOMER][POSITIVE] OK cool all right thank you so much [PII]. I hope you have a good day.
[AGENT][POSITIVE] You too [PII], thank you so much for calling APL you have a blessed one.
[CUSTOMER][POSITIVE] Yes ma'am you too bye bye.
[AGENT][NEUTRAL] Mm bye bye.