AccountId: 011433970860
ContactId: dc038c85-b607-46b0-a946-a9507d47a0b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85129 ms
Total Talk Time (AGENT): 33289 ms
Total Talk Time (CUSTOMER): 31435 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/dc038c85-b607-46b0-a946-a9507d47a0b4_20250204T16:43_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I was just saying to verify if a patient's insurance is active.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII], OK, what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Your policy number is 02406035.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's [PII]. Um, you'll have her under King in your system. Um, and date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're wanting to verify, uh, effective date and if the policy is active?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I have that information for you. The policy effective date is [PII]. This policy is no longer active as of [PII]. And any other questions I could help out today, [PII]?
[CUSTOMER][NEUTRAL] Nope, that's all I send you know.
[AGENT][POSITIVE] Alrighty well thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][NEUTRAL] Bye bye.