AccountId: 011433970860
ContactId: ccbda2dd-be1d-4eec-b18e-17b2e218f99c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83870 ms
Total Talk Time (AGENT): 38702 ms
Total Talk Time (CUSTOMER): 22529 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/ccbda2dd-be1d-4eec-b18e-17b2e218f99c_20250106T16:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to see if a patient was still active.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, [PII], what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And her policy number, please?
[CUSTOMER][NEUTRAL] 013.
[CUSTOMER][NEUTRAL] 92559
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] All right, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK, um, that is all I needed.
[AGENT][POSITIVE] OK, thank you so much Ms. [PII]. I hope you have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too.