AccountId: 011433970860
ContactId: b8fc28a9-d4ab-4c59-8395-f559124089ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90739 ms
Total Talk Time (AGENT): 35713 ms
Total Talk Time (CUSTOMER): 33020 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/b8fc28a9-d4ab-4c59-8395-f559124089ac_20250502T21:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] hello?
[CUSTOMER][NEUTRAL] Yeah, yeah, hi, I need, I need a effective date on a patient's plan.
[AGENT][NEUTRAL] OK, I can get that effective date for you. um, what was your name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And then buddy, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. What did you say your name is? You were breaking up when you said your name.
[AGENT][NEUTRAL] Oh, it's [PII]
[AGENT][NEUTRAL] And do you have that policy number, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have 2556435.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. Uh, so of course this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK, uh, [PII], what's your last initial?
[AGENT][NEUTRAL] A and was there anything else I could help you with?
[CUSTOMER][NEUTRAL] It is an appetite.
[CUSTOMER][POSITIVE] That is all. You have a great weekend. Thank you for your time.
[AGENT][POSITIVE] Alright, yeah, thanks for calling ATL you too bye bye.
[CUSTOMER][NEUTRAL] Bye