AccountId: 011433970860
ContactId: df54face-f011-40ae-ade3-7ee636c6f65e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77919 ms
Total Talk Time (AGENT): 27273 ms
Total Talk Time (CUSTOMER): 24253 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/df54face-f011-40ae-ade3-7ee636c6f65e_20250407T16:25_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. I'm trying to see if a patient is active.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 01097953
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Uh, it looks like that policy is terminated.
[CUSTOMER][NEUTRAL] All right, can you give me the day?
[AGENT][NEUTRAL] Um, it looks like.
[AGENT][NEUTRAL] Be the day she turned [PII], so that would have been [PII] or [PII], I'm sorry, uh [PII].
[CUSTOMER][POSITIVE] All right thank you ma'am.
[AGENT][POSITIVE] OK, thanks for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.