AccountId: 011433970860
ContactId: d62b1b5a-14cf-4b33-9c64-5203cbc92b87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79809 ms
Total Talk Time (AGENT): 44711 ms
Total Talk Time (CUSTOMER): 37509 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/d62b1b5a-14cf-4b33-9c64-5203cbc92b87_20250121T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling with Virginia Cancer Institute. How are you?
[AGENT][POSITIVE] I'm doing well [PII] how are you?
[CUSTOMER][NEUTRAL] Good good I'm just calling to see if a patients um um I guess APL whatever is active.
[AGENT][NEUTRAL] Uh huh, yeah, I can check to see if that policy is active. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Alright thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Sure do. it's 02287616 for [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Beautiful.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Beautiful thank you so much I appreciate you. What was your name?
[AGENT][POSITIVE] Yeah, was there anything else I can help you with? Oh yeah, it's uh [PII], yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thanks [PII] I appreciate you.
[AGENT][POSITIVE] Yeah, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.