AccountId: 011433970860
ContactId: 9e38fc05-54f2-4931-9e4a-186651722d55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112639 ms
Total Talk Time (AGENT): 52108 ms
Total Talk Time (CUSTOMER): 39761 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/9e38fc05-54f2-4931-9e4a-186651722d55_20241230T17:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I need to check if a patient would have an APL in [PII].
[AGENT][NEUTRAL] OK, I can check and see if I can see one Ms. [PII]. Um, what is a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] The policy number is 1262468 Mary Larry 8.
[AGENT][NEUTRAL] All right. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Can you verify that um date of birth one more time?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right, and let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so, um, I don't see any changes for [PII], so it looks like it is active at the moment. Um, it's gonna be the same policy number.
[CUSTOMER][NEUTRAL] OK, alright, give me your name again.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name is [PII]'s [PII].
[CUSTOMER][NEUTRAL] Is there a reference number or would that that would be your name?
[AGENT][NEUTRAL] My name and today state. Mhm.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Mhm. You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.