AccountId: 011433970860
ContactId: 77f9589c-06de-4200-a83f-65ffde7478be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 59490 ms
Total Talk Time (AGENT): 25568 ms
Total Talk Time (CUSTOMER): 20549 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/77f9589c-06de-4200-a83f-65ffde7478be_20250122T15:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Balance Care for Women, and I just wanna verify if the policy is active.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check on benefits for you. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 02440285
[AGENT][POSITIVE] Thank you so much let me pull this up here one moment.
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. Patient is active. The effective date on this is [PII].
[CUSTOMER][POSITIVE] Perfect. That is.
[CUSTOMER][POSITIVE] Oh, I need to know. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a great day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK.