AccountId: 011433970860
ContactId: f0ab7302-f4b5-4852-90e8-2afc862bea8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79680 ms
Total Talk Time (AGENT): 32747 ms
Total Talk Time (CUSTOMER): 39792 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/f0ab7302-f4b5-4852-90e8-2afc862bea8c_20250113T16:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'd like to verify an effective date on a patient, please.
[AGENT][POSITIVE] OK, I'm happy to check that. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number I have is 02576849.
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up here.
[CUSTOMER][NEUTRAL] Thank you. [PII], do you have an H at the end of your name or no H?
[AGENT][NEUTRAL] I do, yep, there's an H at the end.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's the patient's, yeah, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her first name is [PII], last name is [PII], uh second part is [PII]
[AGENT][POSITIVE] Yeah. Thank you so much and then just date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So the patient's effective date is [PII], patient is still active.
[CUSTOMER][NEUTRAL] OK perfect. Alright, great. Is there a call reference number or is it just today's date and your your name?
[AGENT][NEUTRAL] Yeah, it's just my name with today's date and the last initial to my name, which is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you very much, sir. I hope you have a great day.
[AGENT][POSITIVE] You as well. Take care.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] OK