AccountId: 011433970860
ContactId: daa072c9-359f-4ee9-8f0e-5213cb5dc8d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97699 ms
Total Talk Time (AGENT): 42587 ms
Total Talk Time (CUSTOMER): 40299 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/daa072c9-359f-4ee9-8f0e-5213cb5dc8d9_20250613T14:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Montana Medical Center, and I'm trying to verify the effective date for uh.
[CUSTOMER][NEUTRAL] Uh, member here at the hospital.
[AGENT][NEUTRAL] OK, yeah, I can check that effective date. Uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] It's 02505698 ML 7.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] The one?
[AGENT][NEUTRAL] Uh, um, the name and date of birth for the member, please.
[CUSTOMER][NEUTRAL] Oh [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is currently active. That effective date was [PII].
[CUSTOMER][POSITIVE] [PII] perfect.
[CUSTOMER][POSITIVE] Um thank you so much, [PII]. May I have a reference number for the call?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] That would just be my first name, last initial, and today's date and so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's all thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.