AccountId: 011433970860
ContactId: e070571f-ac26-419f-9aea-43633110dc0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73750 ms
Total Talk Time (AGENT): 36768 ms
Total Talk Time (CUSTOMER): 23541 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/e070571f-ac26-419f-9aea-43633110dc0e_20250207T21:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I just need to verify that the patient is active.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, I can help you. What's the policy number?
[CUSTOMER][NEUTRAL] 02006181
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, what's the what's the, um, a good phone number, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII]. Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Alright, and you're just wanting the uh effective dating if the policy is active?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so we do have that information for you. I'm showing an effective date of [PII], and the policy is active at this time. And any other questions I can help with today, [PII]?
[CUSTOMER][POSITIVE] Perfect. That was all.
[AGENT][POSITIVE] Alrighty, thank you for calling HPL. Have a good day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.