AccountId: 011433970860
ContactId: 8981b376-eb54-4071-897f-aed6d300edf1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83150 ms
Total Talk Time (AGENT): 37741 ms
Total Talk Time (CUSTOMER): 36089 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/8981b376-eb54-4071-897f-aed6d300edf1_20250523T15:59_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is how may I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hello, good morning, um, just to check if my patient's APL is still active.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] It is 1979599.
[AGENT][NEUTRAL] And what's a good phone number, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Verify the patient's name and date of birth please.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and we're verifying the eligibility dates correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, so I'm showing an effective date of [PII]. Um, I show the policy is active at this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEGATIVE] Let me put this down.
[CUSTOMER][NEUTRAL] Just that, um, would you happen to have a reference number for the call?
[AGENT][NEUTRAL] Uh, use my name and today's date as your reference. It's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Awesome alright thank you so much [PII] have a wonderful day.
[AGENT][POSITIVE] Hey, you're welcome. Thank you for calling APL. Have a good day as well.
[CUSTOMER][NEUTRAL] Alright bye.