AccountId: 011433970860
ContactId: 75c2b531-d123-407e-a6d4-fa69acf86c52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70000 ms
Total Talk Time (AGENT): 36751 ms
Total Talk Time (CUSTOMER): 26359 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/75c2b531-d123-407e-a6d4-fa69acf86c52_20250214T19:48_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am just needing to see if the policy is still active or not.
[AGENT][NEUTRAL] I can help with eligibility with whom am I speaking, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], thank you. And what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 01442227.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] I appreciate that. I have to ask, is there a callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. The policy went into effect on [PII]. It lapses as of [PII]. Now I do not see another policy for them. So it looks like as of [PII], it's no longer active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said that was [PII]?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK, and is it [PII]?
[AGENT][NEUTRAL] That's correct, yes. And the first letter of my last name is [PII], and that will be our reference in today's date.
[CUSTOMER][POSITIVE] Great thank you so much.
[AGENT][POSITIVE] Thanks for contacting ATF.