AccountId: 011433970860
ContactId: bc7457f4-dd0d-4502-ad1e-1152136ef041
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110279 ms
Total Talk Time (AGENT): 32414 ms
Total Talk Time (CUSTOMER): 58477 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/bc7457f4-dd0d-4502-ad1e-1152136ef041_20250311T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII] again. I'm calling, calling, Hi again. We have, we, we have another one. I didn't realize.
[AGENT][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] No worries. What's the policy number?
[CUSTOMER][POSITIVE] She's laughing. It's true. Another one I, I had, I thought I had it. I thought I checked and I'm like, oh no, I thought you would, you would have, you guys are too popular.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, perfect. So, this one is 02588457.
[AGENT][NEUTRAL] OK, thank you. Let me pull that up here.
[AGENT][NEUTRAL] All right. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect. Uh, the effective date, [PII], for Lupe is going to be [PII].
[CUSTOMER][NEUTRAL] OK, so she's currently active, right?
[AGENT][NEUTRAL] Yep, currently active, yep.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, and she's the subscriber, [PII]?
[AGENT][NEUTRAL] She is a subscriber, uh-huh.
[CUSTOMER][MIXED] Perfect, so let me fix this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, perfect. OK and then is [PII], and then your name, name of your name is your name in today's date for the reference number?
[AGENT][POSITIVE] Yep, that is correct, yeah.
[CUSTOMER][POSITIVE] Alright, maybe we'll maybe we'll talk again soon.
[AGENT][POSITIVE] All right, have a good one.
[CUSTOMER][POSITIVE] Thanks, bye.
[AGENT][NEUTRAL] Bye bye.