AccountId: 011433970860
ContactId: e51d5be6-15d5-4d3c-9367-4347229ea851
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110150 ms
Total Talk Time (AGENT): 41398 ms
Total Talk Time (CUSTOMER): 41824 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/e51d5be6-15d5-4d3c-9367-4347229ea851_20250217T18:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. Just calling to check if the policy is active.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with that. See if the policy is eligible. Can I please get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. That is a direct line extension.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And policy number, please.
[CUSTOMER][NEUTRAL] 01530909 M as in Mike L as in Lima number 8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK. I do show that [PII] does have an active policy with us and the effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] 18. All right, thank you so much, [PII], and may I please have the first initial to your last name?
[AGENT][NEUTRAL] It would be A.
[CUSTOMER][NEUTRAL] And do I use your name as a reference number or do you have a reference number?
[AGENT][NEUTRAL] You can use my name in today's date.
[CUSTOMER][POSITIVE] Alright, thank you so much again [PII] for your help and have a great rest of your day.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a good week and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.