AccountId: 011433970860
ContactId: 88ca1390-cb91-46ba-924d-459dbfaa738b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79319 ms
Total Talk Time (AGENT): 34658 ms
Total Talk Time (CUSTOMER): 30021 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/88ca1390-cb91-46ba-924d-459dbfaa738b_20250228T22:41_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good evening. My name is [PII] spelled [PII] Just calling to check if the policy is active.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility, Ms. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] that is a direct line or extension.
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02361592 M as in Mike L as in Lima.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. All right, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Alright, and may I please have the first initial to your last?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And can I use your name for the reference number?
[AGENT][NEUTRAL] Yes, my name in today's name is [PII].
[CUSTOMER][POSITIVE] Alright, thank you so much for your help and have a great rest of your day.
[AGENT][POSITIVE] You as well thank you for calling APR. Have a good weekend.
[CUSTOMER][NEUTRAL] Bye, same to you.
[AGENT][POSITIVE] OK thank you