AccountId: 011433970860
ContactId: 91c511de-4158-4cf0-aa2c-9cb662a62e73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80550 ms
Total Talk Time (AGENT): 28232 ms
Total Talk Time (CUSTOMER): 40771 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/91c511de-4158-4cf0-aa2c-9cb662a62e73_20250218T14:08_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from my name is [PII]. I'm calling from [PII], and I just wanna verify, um, uh, a gap insurance for a patient that's being seen currently.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02521542 ML8.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Yeah, just to see if it's active.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for
[CUSTOMER][NEUTRAL] OK, that's, that's all.
[AGENT][POSITIVE] Thank you, [PII], for calling APA. You have a good day.
[CUSTOMER][POSITIVE] You as well thank you very much.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.