AccountId: 011433970860
ContactId: d26837ac-5aeb-48cc-bf57-632959113b89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120279 ms
Total Talk Time (AGENT): 45420 ms
Total Talk Time (CUSTOMER): 42730 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/2025/02/27/d26837ac-5aeb-48cc-bf57-632959113b89_20250227T17:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling IPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] What's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEGATIVE] You're cutting off that's why I can't hear you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] My name is.
[AGENT][NEUTRAL] Try with a [PII]
[CUSTOMER][NEGATIVE] No, you're cutting off.
[CUSTOMER][NEUTRAL] OK [PII], I need an effective date on a member please.
[AGENT][NEUTRAL] OK, I can help you with effective date. Can I please get your name, your call back number and the name of the group you're calling from?
[CUSTOMER][NEUTRAL] My name is [PII] [PII] and it's called the endoscopy center.
[AGENT][NEUTRAL] OK, and what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[CUSTOMER][NEUTRAL] Member ID is 02511398ML8.
[AGENT][NEUTRAL] OK, let me look his policy up real quick.
[AGENT][NEUTRAL] OK, I do show that this policy for Lo is no longer active. The policy lapsed on [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let's see if he has a new he has no active policies with us at this time.
[CUSTOMER][NEUTRAL] OK, [PII] terminated.
[CUSTOMER][NEUTRAL] OK, can I get a reference?
[AGENT][POSITIVE] Yes ma'am, you can use my name in today's date.
[CUSTOMER][POSITIVE] OK thank you have a great day.