AccountId: 011433970860
ContactId: e27c18c5-e2b3-4128-b37c-627735726613
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62389 ms
Total Talk Time (AGENT): 30001 ms
Total Talk Time (CUSTOMER): 23727 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/e27c18c5-e2b3-4128-b37c-627735726613_20250606T13:23_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Lia. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I just needed to know if a patient was active.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] It's [PII]. The callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 979-441.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying her policy and you are calling to see if she's uh.
[AGENT][NEUTRAL] Active
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'll show her policy with us, uh, terminated on [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you.