AccountId: 011433970860
ContactId: 6ceed293-7e35-4efc-8819-8a5fe9b819ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77199 ms
Total Talk Time (AGENT): 37370 ms
Total Talk Time (CUSTOMER): 32460 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/6ceed293-7e35-4efc-8819-8a5fe9b819ce_20250130T18:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, I'm [PII] calling from Millennium Physician Group. I just need to know if a patient's plan is still active.
[AGENT][POSITIVE] Sure I can help you with that. What's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and I have an extension it's [PII].
[AGENT][NEUTRAL] Thank you and what's the policy number?
[CUSTOMER][NEUTRAL] 02315560
[AGENT][NEUTRAL] Thank you. And verify the name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thanks [PII], and you're calling for eligibility.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, I'll show the policy has an effective date of [PII] and it is active.
[CUSTOMER][NEUTRAL] Can I, is there a way I can get a reference number please?
[AGENT][NEUTRAL] Use my name in today's date, that's [PII]
[AGENT][NEUTRAL] And is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that would be all thank you so much I appreciate it.
[AGENT][POSITIVE] All right, no problem, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thanks bye.