AccountId: 011433970860
ContactId: 942bf411-948b-4786-b98b-28e84009fa2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93300 ms
Total Talk Time (AGENT): 28974 ms
Total Talk Time (CUSTOMER): 45126 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/942bf411-948b-4786-b98b-28e84009fa2f_20250609T18:10_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII] and I'm calling from Bethesda Hospital. Um, uh, we have a mutual patient who is coming in for occupational therapy services. I just need to know the effective date of the plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, well, I can definitely give you the effective date. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] It is 561.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you and the member's policy number whenever you're ready.
[CUSTOMER][NEUTRAL] And that number is 02572530.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Last name [PII], first name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And the effective date is [PII].
[CUSTOMER][POSITIVE] That's what I needed. All right, thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL [PII]. I hope you have a great week.
[CUSTOMER][POSITIVE] You too, honey. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.