AccountId: 011433970860
ContactId: b0b2295e-0430-4d5a-9616-a49762670918
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73639 ms
Total Talk Time (AGENT): 37390 ms
Total Talk Time (CUSTOMER): 26827 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/b0b2295e-0430-4d5a-9616-a49762670918_20250523T13:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the Oxford Diagnostic Center. I'm calling to see if a patient has an active policy.
[AGENT][NEUTRAL] OK. Well, I can verify the eligibility for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] 2281983
[AGENT][NEUTRAL] Thank you, and see, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][POSITIVE] Thank you so much. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Um, I guess [PII], birthday is [PII].
[AGENT][NEUTRAL] Thank you. I'm showing her effective date was [PII]. Her policy terminated on [PII], and I don't show any active coverage.
[CUSTOMER][POSITIVE] OK, thank you so much for the information.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APM Miss [PII]. Have a great day and weekend. Happy [PII]. Bye.
[CUSTOMER][POSITIVE] Bye bye. You as well thank you same to you bye bye.
[AGENT][NEUTRAL] Bye.