AccountId: 011433970860
ContactId: a82f0526-b661-45f9-a569-4ef01ec29eac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74980 ms
Total Talk Time (AGENT): 27418 ms
Total Talk Time (CUSTOMER): 24722 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/a82f0526-b661-45f9-a569-4ef01ec29eac_20250603T13:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Doctor [PII]'s office. I just need to make sure that a policy is still active, please.
[AGENT][NEUTRAL] Hey [PII], can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] 616-629
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 616-629
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just a moment while I look that up and I'll help you with eligibility.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm showing that this policy is active with an effective date of [PII].
[CUSTOMER][POSITIVE] OK, thank you so much have a great day.
[AGENT][POSITIVE] OK. Thank you for calling ATL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.