AccountId: 011433970860
ContactId: a39d7ac4-53ff-4252-8248-6999559c1fd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82860 ms
Total Talk Time (AGENT): 30191 ms
Total Talk Time (CUSTOMER): 30531 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/a39d7ac4-53ff-4252-8248-6999559c1fd4_20250303T17:19_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII] calling from Memorial Cardic Services. I'm trying to verify if a patient plan is still active.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 02298948 ML 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] I need to confirm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Um, [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And you were needing benefits?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, hold on one moment, please.
[AGENT][NEUTRAL] OK, I can help you with that. Um, this policy canceled [PII].
[CUSTOMER][POSITIVE] OK, no problem, thank you.
[AGENT][POSITIVE] Thank you, [PII] for calling APA. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.