AccountId: 011433970860
ContactId: d5cca121-5c44-49f3-b9e0-b15d13638a04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112680 ms
Total Talk Time (AGENT): 49043 ms
Total Talk Time (CUSTOMER): 37789 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/d5cca121-5c44-49f3-b9e0-b15d13638a04_20250212T16:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was calling to see if a patient has active insurance.
[AGENT][NEUTRAL] OK, yeah, I can see if it's got a policy that's active with us. um, what was your name?
[CUSTOMER][NEUTRAL] OK. My name is [PII]. Last initial is [PII]. My name is [PII] and last initial is [PII].
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got it thank you. uh can I get a good call back?
[AGENT][NEUTRAL] in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 025951117.
[AGENT][NEUTRAL] OK, thank you and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, what was the name for the patient?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What was the name for the patient?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] OK, is there a reference number for this call?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date, uh, so my name is spelled [PII]
[AGENT][NEUTRAL] A last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that was everything. Thank you so much for your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too. Bye bye.
[AGENT][POSITIVE] Thank you