AccountId: 011433970860
ContactId: 6f7f2912-6bdc-421e-a9ea-f8d53b6633d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103300 ms
Total Talk Time (AGENT): 44032 ms
Total Talk Time (CUSTOMER): 53731 ms
Interruptions: 1
Overall Sentiment: AGENT=3.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/6f7f2912-6bdc-421e-a9ea-f8d53b6633d7_20250428T20:46_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, [PII], good afternoon. This is [PII] calling from Sleep Disorder Center of [PII], and I just need to check if um the members still active.
[AGENT][NEUTRAL] OK [PII], uh, what is your callback number please?
[CUSTOMER][NEUTRAL] Yes, callback number [PII], no extension.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you very much. May I have that policy number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, uh, policy number is 01633180.
[AGENT][NEUTRAL] OK, let me just repeat that to make sure I have that correct. I have that as 01633180.
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] Verify the patient's name and date of birth. Thank you.
[CUSTOMER][NEUTRAL] Yes, uh, this is for [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you and you're calling to check if the member is still active. Give me one moment. I can certainly help you with that, [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, thank you for your patience. Uh, yes, she shows effective as of [PII] and this policy currently shows active.
[CUSTOMER][POSITIVE] OK, alright, thank you so much. Do you have a call reference number?
[AGENT][NEUTRAL] You're welcome. We do not provide call reference numbers. You can use my name and today's date. Again, my name is [PII]. My last initial is [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, that's all for today. Thank you for your time and help. Have a great day. Bye for now. Thank you.
[AGENT][POSITIVE] You're welcome. You too.
[AGENT][POSITIVE] Thanks take care.
[CUSTOMER][NEUTRAL] Bye.