AccountId: 011433970860
ContactId: afb46f0d-6704-472f-a7ba-80d980dacc4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86230 ms
Total Talk Time (AGENT): 33580 ms
Total Talk Time (CUSTOMER): 38236 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/afb46f0d-6704-472f-a7ba-80d980dacc4d_20250418T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh hello, my name is [PII]. I'm calling from Home diagnostic Center to see if a patient is active.
[AGENT][NEUTRAL] Yeah, of course, [PII], I can help you with that today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 02.
[CUSTOMER][NEUTRAL] 440379 ML 8.
[AGENT][POSITIVE] OK, perfect. And then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So we had
[AGENT][NEUTRAL] OK. And then patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's first name is [PII], last name.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is.
[CUSTOMER][NEUTRAL] Give me a second. Date of birth is [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And it looks like this policy is currently active. The effective date is [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yeah. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, that was it, thank you.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] Right, bye.