AccountId: 011433970860
ContactId: c7e61006-8cf4-4c99-90fc-d973432b7704
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98750 ms
Total Talk Time (AGENT): 49882 ms
Total Talk Time (CUSTOMER): 36162 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/c7e61006-8cf4-4c99-90fc-d973432b7704_20250115T17:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I am trying to verify if a patient has active coverage.
[AGENT][NEUTRAL] Yeah, I can see if the policy is active for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm with Doctor [PII]'s office.
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] 02431808 for [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying that [PII]. So this policy actually terminated, uh, [PII]. If you'll give me one moment, I'll see if they have one that's active, might be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, they do not. This was the only policy they had with us.
[CUSTOMER][NEUTRAL] OK, that is all I needed. What was your name again? I'm sorry.
[AGENT][NEUTRAL] It's OK, it's [PII] Was there anything else I could help you with, [PII]? Yeah, go ahead.
[CUSTOMER][NEUTRAL] Is there
[CUSTOMER][NEUTRAL] Is there a reference number for the call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date and so my name is, uh, well I gave you the spelling, um, last initial is [PII]
[CUSTOMER][POSITIVE] All [PII], that's all I needed. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.