AccountId: 011433970860
ContactId: a2ed40b8-9b53-4f32-b27e-d4a1cb25507a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101550 ms
Total Talk Time (AGENT): 46500 ms
Total Talk Time (CUSTOMER): 37766 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/a2ed40b8-9b53-4f32-b27e-d4a1cb25507a_20250114T17:06_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], I just need to verify that a patient has active coverage.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with that today, my friend. Do you mind if I get your name and a good phone number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], phone number [PII], no extension.
[AGENT][POSITIVE] Thank you so much I really appreciate that and the member's policy number today?
[CUSTOMER][NEUTRAL] And the policy is 02389034.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Give me a moment to get that pulled up for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yeah, it's my pleasure.
[AGENT][POSITIVE] You having a great day so far?
[CUSTOMER][NEUTRAL] Um, just trying to stay warm. How about you?
[AGENT][NEGATIVE] Oh, likewise, I don't know why, but it's like my fingers can never stay warm. They're just freezing all the time.
[CUSTOMER][NEUTRAL] It's got me very cold, yes.
[AGENT][NEUTRAL] Um, and what's your patient's first and last name is [PII] and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Perfect thank you so much. She is current and active with us. It looks like she has an effective date of December, nope, I'm sorry, [PII].
[AGENT][NEUTRAL] And is there any other information you're needing for her?
[CUSTOMER][POSITIVE] Awesome thank you so much.
[CUSTOMER][POSITIVE] Oh, no, that is perfect, thank you.
[AGENT][POSITIVE] Hey, it's my pleasure, Ms. [PII] and if there's anything else you need, don't hesitate to reach out back out to us.
[CUSTOMER][POSITIVE] Thank you so much. You have a great day.
[AGENT][POSITIVE] You too take care.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Bye bye.