AccountId: 011433970860
ContactId: dfd0c98e-9541-42b9-b404-b4236c94db47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77360 ms
Total Talk Time (AGENT): 34328 ms
Total Talk Time (CUSTOMER): 31262 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/dfd0c98e-9541-42b9-b404-b4236c94db47_20250602T21:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with Saint Francis Hospital. I need to get an effective date for a patient's policy.
[AGENT][NEUTRAL] OK, I can verify the effective date for you. And Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] It is he gave me 01905656.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. I show his effective date is [PII] and he is active on the policy.
[CUSTOMER][NEUTRAL] OK, that's what I needed and is there a reference number for the call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] And your name?
[AGENT][NEUTRAL] It's [PII] last initial [PII]
[CUSTOMER][POSITIVE] OK, thank you so much you have a great day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII]. Thank you for calling APL bye.
[CUSTOMER][POSITIVE] Uh huh, good bye.