AccountId: 011433970860
ContactId: f1aa93ae-4438-4810-86be-d2fe6eda2940
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73500 ms
Total Talk Time (AGENT): 37220 ms
Total Talk Time (CUSTOMER): 28930 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/f1aa93ae-4438-4810-86be-d2fe6eda2940_20250129T20:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? Good afternoon. My name is [PII].
[CUSTOMER][NEUTRAL] Um, I am calling to find out if a patient is active with this insurance, please.
[AGENT][POSITIVE] OK, I can assist with that, [PII]. Thank you. May I please have the spelling of your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much and your callback number if we are disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] Policy number is 01523996ML8.
[AGENT][POSITIVE] OK, thank you so much. Verify the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, and you're calling to check to see if she's still active. Give me one second. I can help you with that, [PII].
[AGENT][POSITIVE] Thank you so much for your patience. Uh, the member shows effective as of [PII], and her policy shows active.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.