AccountId: 011433970860
ContactId: 96ea6617-1dec-4fc2-a611-8202c4b42489
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74839 ms
Total Talk Time (AGENT): 32581 ms
Total Talk Time (CUSTOMER): 25529 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/96ea6617-1dec-4fc2-a611-8202c4b42489_20250317T16:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need to see if a plan is still active.
[AGENT][NEUTRAL] OK, may I have your name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you [PII] and what is your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number please?
[CUSTOMER][NEUTRAL] 01792127
[AGENT][POSITIVE] OK, I have that as 01792127. Thank you.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much for that chat. So you're calling to check to see if he's still active. Um, give me one second please.
[AGENT][NEUTRAL] Yes, he is and his effective date shows [PII].
[CUSTOMER][POSITIVE] And still active and current.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. That's what I needed to know. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day bye.
[CUSTOMER][NEUTRAL] As well bye bye.