AccountId: 011433970860
ContactId: 76648ac0-9d95-425a-832f-123c08501b7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82730 ms
Total Talk Time (AGENT): 30312 ms
Total Talk Time (CUSTOMER): 41282 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/76648ac0-9d95-425a-832f-123c08501b7b_20250604T20:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII] with um Memorial Cardic Services. I'm just trying to verify a patient um supplement plan is still active. The gap plan is still active.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02419502 ML 8.
[AGENT][NEUTRAL] Thank you and do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] Yeah, yeah, OK, thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, patient name is [PII] and it's um.
[CUSTOMER][NEUTRAL] Mm [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][POSITIVE] OK, that's all I needed thank you very much.
[AGENT][POSITIVE] Uh yes ma'am, thank you for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye.