AccountId: 011433970860
ContactId: 0535e98e-3e0b-479f-a5a5-98fa4e6250d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160039 ms
Total Talk Time (AGENT): 53716 ms
Total Talk Time (CUSTOMER): 73308 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/0535e98e-3e0b-479f-a5a5-98fa4e6250d8_20250530T18:06_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]. My name is [PII]. I'm calling from the provider's office to check on the patient's medical eligibility. Could you please help me with that?
[AGENT][NEUTRAL] I can help you with eligibility, [PII]. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] My good callback number is [PII] the [PII].
[CUSTOMER][NEUTRAL] Yeah that would be
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Sure, definitely. Just a moment.
[CUSTOMER][NEUTRAL] Um, the policy number is
[CUSTOMER][NEUTRAL] Loading. It starts with 2137475.
[AGENT][NEUTRAL] Give me just a moment to look that up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, I'm showing that this patient is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So there is no any termination there?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, no, this policy is active.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Maybe just.
[CUSTOMER][NEUTRAL] OK. May I have your name and spelling for the documentation purpose? Nothing else. Thank you. May I have your name and spelling?
[AGENT][NEUTRAL] Is there anything else I can help you with?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Could you please
[AGENT][NEUTRAL] So A
[CUSTOMER][NEUTRAL] Could you please spell it out for me?
[AGENT][NEUTRAL] Yes, um, it's AN.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then for the call reference number, it would be my name and last initial and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Nice talking to you, and now, your assistance is really helpful for me today. Take care. Have a good day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling ATL. Have a great day.