AccountId: 011433970860
ContactId: a70820e4-8ebb-4e02-9a76-8b294ab6a68f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79430 ms
Total Talk Time (AGENT): 39177 ms
Total Talk Time (CUSTOMER): 33607 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/a70820e4-8ebb-4e02-9a76-8b294ab6a68f_20250403T15:03_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Memorial Cardic Services. I'm trying to verify if the patient, um, APL benefits are still active.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the policy number for the patient please ma'am?
[CUSTOMER][NEUTRAL] 01902299 ML 8.
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you, and you're needing eligibility for [PII]?
[CUSTOMER][NEUTRAL] Yes, I just wanna know if the plan is still active.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with that eligibility, [PII]. I'm showing that his policy is active. Effective date is [PII], and this is his secondary policy to his major medical.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][POSITIVE] OK, no problem, thank you.
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] [PII], thank you for calling APR. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.