AccountId: 011433970860
ContactId: b52c7b70-08c2-4399-ad1a-bdcc25ea3c46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81379 ms
Total Talk Time (AGENT): 18429 ms
Total Talk Time (CUSTOMER): 45477 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/b52c7b70-08c2-4399-ad1a-bdcc25ea3c46_20250422T14:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII] with uh [PII]. I had called earlier uh for a patient.
[CUSTOMER][NEUTRAL] And was told that their APO was inactive but the patient said they had called you guys and said that uh you guys confirmed that she is active so I just wanted to check up, make sure that.
[CUSTOMER][POSITIVE] Um, I'm getting the right information.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, it is 01829134 ML8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK, just
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Uh, yes, it looks like policy is effective [PII]. Policy is active.
[CUSTOMER][NEUTRAL] Policy is active? OK.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Anything else I can help with?
[CUSTOMER][NEUTRAL] That would be all I need.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.