AccountId: 011433970860
ContactId: ba8c86bc-fa25-4dac-93ca-ae4335f1e665
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114839 ms
Total Talk Time (AGENT): 34365 ms
Total Talk Time (CUSTOMER): 52128 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/ba8c86bc-fa25-4dac-93ca-ae4335f1e665_20250325T17:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, good afternoon. This is [PII] calling from the Mafe Cancer Center here in [PII]. I am on a recorded line for quality assurance, and I'm just trying to be sure that one of our patients' policies is still active, please.
[AGENT][NEUTRAL] OK, well, I can verify eligibility for you and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Thank you. Uh-huh. It's [PII] Last initial is [PII] if you need it.
[AGENT][POSITIVE] Awesome, thank you, ma'am. And what's that policy number, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It is 02536185.
[AGENT][POSITIVE] OK, thank you so much. Give me one quick moment, please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, uh-huh, [PII] is my direct number.
[AGENT][POSITIVE] OK, thank you so much and verify that patient's name, date of birth.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII], the [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][POSITIVE] OK, so still active. Awesome. OK, that was all I needed. Thank you so much. You have a wonderful day.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, you too, Ms. [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye-bye.