AccountId: 011433970860
ContactId: e9d8bc5f-48be-479f-b11c-0826611394df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95080 ms
Total Talk Time (AGENT): 35918 ms
Total Talk Time (CUSTOMER): 35392 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/e9d8bc5f-48be-479f-b11c-0826611394df_20250211T15:40_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, I just need to check that um my patient is still active.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Insurance and uh [PII] is subtracted from the whatever.
[AGENT][NEUTRAL] And do you have a phone number in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] It's 006 02821.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you just want to know if the policy was still active.
[CUSTOMER][NEUTRAL] Yes ma'am and what schedule she was on or what options.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, I can look that up for you. Yes, ma'am, she's still active. It was effective [PII] and
[AGENT][NEUTRAL] She is on option C.
[CUSTOMER][POSITIVE] Alrighty, that's all I needed.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.