AccountId: 011433970860
ContactId: a7b33d30-a209-4602-a314-bc56eda3f8e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99349 ms
Total Talk Time (AGENT): 36557 ms
Total Talk Time (CUSTOMER): 37342 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/a7b33d30-a209-4602-a314-bc56eda3f8e0_20250605T17:37_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from [PII], calling to verify the term date on this patient's policy, please.
[AGENT][NEUTRAL] OK. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Um, policy number is 02576527.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you wanted to know the term date for this policy?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I can help you with that. This policy is still showing active.
[CUSTOMER][NEUTRAL] OK, and what was its effective date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and still current.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, that's what I need. Thank you so much for your help today.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL, [PII]. You have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.