AccountId: 011433970860
ContactId: 8e3673aa-ed01-4ca3-8061-4e731adfb3d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81059 ms
Total Talk Time (AGENT): 29060 ms
Total Talk Time (CUSTOMER): 28739 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/8e3673aa-ed01-4ca3-8061-4e731adfb3d2_20250123T21:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Texas Orthopedics. I need to check if the plan is active.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] [PII], OK. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] 01896415
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information, [PII], and you're just wanting the effective date and if the policy is active?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I have that for you. The policy effective date is [PII].
[AGENT][NEUTRAL] I show the policy is active at this time and any other questions?
[CUSTOMER][POSITIVE] Um, no, that's it, thank you.
[AGENT][POSITIVE] You're welcome [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.