AccountId: 011433970860
ContactId: 9833905c-d672-492e-adf6-25b03d159634
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103940 ms
Total Talk Time (AGENT): 27831 ms
Total Talk Time (CUSTOMER): 37281 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/9833905c-d672-492e-adf6-25b03d159634_20250409T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm sorry, um, this is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, sorry, can you hear me?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, I can. How can I help you?
[CUSTOMER][NEUTRAL] OK, sorry, I'm gonna have a patient here. I just wanted to verify if their status is active.
[AGENT][NEUTRAL] OK, do you have a good callback number, [PII], and I can verify eligibility.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, yes, 2.
[CUSTOMER][NEUTRAL] It says 02040008 M as in Mary, L as in Larry, and then the number 8.
[AGENT][NEUTRAL] OK, thank you. And do you have the name and date of birth?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] I show the policy effective [PII] and the policy is active.
[CUSTOMER][NEUTRAL] Any termination?
[AGENT][NEUTRAL] Uh, no, it's active.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, I'm so sorry, what was your name again?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] Oh, [PII], I did write that down. I'm sorry. OK, um, do you have a reference number?
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] Uh, just my name and today's date.
[CUSTOMER][POSITIVE] All right, OK, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mhm.