AccountId: 011433970860
ContactId: 7a194e11-74fd-4588-b78d-138054eac06d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79750 ms
Total Talk Time (AGENT): 33940 ms
Total Talk Time (CUSTOMER): 30058 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/7a194e11-74fd-4588-b78d-138054eac06d_20250225T15:32_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, sorry, you said your name was [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Or [PII].
[CUSTOMER][NEUTRAL] OK, I have, my name is [PII]. I'm calling to confirm if the patient's active.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. Um, Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Policy number is, give me just a moment.
[CUSTOMER][NEUTRAL] It's 01659400 ML8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, ma'am. Give me one moment. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, yeah, I'm showing her effective date is [PII], and she is active on the policy.
[CUSTOMER][NEUTRAL] OK, is there a reference number to the call or just your name?
[AGENT][NEUTRAL] Uh, you can just use my name in today's date if you like.
[CUSTOMER][NEUTRAL] OK, and then what's the first letter of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alright thank you have a good day.
[AGENT][POSITIVE] You too. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye.