AccountId: 011433970860
ContactId: a448a774-3df4-4eb5-a2b9-06dabccf22e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85900 ms
Total Talk Time (AGENT): 33103 ms
Total Talk Time (CUSTOMER): 39118 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/a448a774-3df4-4eb5-a2b9-06dabccf22e3_20250213T15:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. My name is [PII]. I just wanted to verify that a patient's plan was still active.
[AGENT][NEUTRAL] Yeah, I could check to see if the policy is active. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and I'm [PII].
[AGENT][NEUTRAL] OK, thank you, and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 256-433-1
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, [PII] and date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Great [PII] 2024. Got it, thank you and [PII], do you spell your name with a [PII] or [PII]?
[AGENT][NEUTRAL] It's uh [PII]
[AGENT][NEUTRAL] Was there anything else I can help you with [PII]?
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][POSITIVE] No that's all thank you so much for your help.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thank you, bye bye.