AccountId: 011433970860
ContactId: f833496d-197f-4ab6-b692-eb5d15eb90a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93970 ms
Total Talk Time (AGENT): 29210 ms
Total Talk Time (CUSTOMER): 39709 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/f833496d-197f-4ab6-b692-eb5d15eb90a7_20250210T15:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with the Royal Baptist Hospital.
[CUSTOMER][NEUTRAL] I just want to verify that a patient's APL is currently active.
[AGENT][NEUTRAL] OK, I can help you spell your first name for me.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, and what's the policy number?
[CUSTOMER][NEUTRAL] 01626372
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Can I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, yeah, let me go.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] It would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that information, [PII]. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Their name is [PII].
[CUSTOMER][NEUTRAL] Their date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and you're just wanting to verify if the policy is active, correct?
[CUSTOMER][POSITIVE] Yes, that'll be it.
[AGENT][NEUTRAL] All right, have that, have that information for you. I'm showing an effective date of [PII] policy is active at this time and anything else?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] Alrighty, thank you for for your uh calling AP [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.