AccountId: 011433970860
ContactId: 8ab3a98c-7006-44e4-9551-9d9853b91dd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110930 ms
Total Talk Time (AGENT): 41117 ms
Total Talk Time (CUSTOMER): 32649 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/8ab3a98c-7006-44e4-9551-9d9853b91dd4_20250605T13:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII]. I'm calling to verify if a patient still has their APO.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 1333 079.
[AGENT][NEUTRAL] Thank you [PII] hold on one moment please.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And then her last name is [PII]
[AGENT][NEUTRAL] And can I verify her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And you were needing benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. Actually this policy canceled by [PII]. Let me look and see if she has another policy.
[AGENT][NEUTRAL] I'm not showing she has any other active coverage, so it did cancel [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your time have a great day.
[AGENT][POSITIVE] Thank you [PII] for calling APL. You as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you.