AccountId: 011433970860
ContactId: d8b5eb8e-73c0-4f69-9155-44c84f63d0f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87730 ms
Total Talk Time (AGENT): 20030 ms
Total Talk Time (CUSTOMER): 45379 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/d8b5eb8e-73c0-4f69-9155-44c84f63d0f8_20250515T20:12_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I am calling to check to see if a policy is still active.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. The number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, it is 02546491.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] Uh, yes, so the policy is active and effective [PII].
[CUSTOMER][NEUTRAL] Still active, OK, and maximum 1500 deductible 50 deductible does not apply to preventative, is that correct?
[AGENT][NEUTRAL] Double check.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] All right, thank you very much I appreciate your help.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.