AccountId: 011433970860
ContactId: 058d1f58-29ef-4b1d-a6d2-5a49af68f246
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118089 ms
Total Talk Time (AGENT): 43628 ms
Total Talk Time (CUSTOMER): 51871 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/058d1f58-29ef-4b1d-a6d2-5a49af68f246_20250602T15:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you for calling HL.
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling in reference to a patient that's going to be having a procedure, and I need to know um if they're eligible, like if they're active.
[AGENT][NEUTRAL] OK, I can help you um with eligibility. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, it's going to be [PII] then the call back number is going to be [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII], and the ID number is going to be 1395402ML8.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is [PII].
[AGENT][NEUTRAL] And it's current.
[CUSTOMER][POSITIVE] OK, perfect, OK.
[CUSTOMER][NEUTRAL] And then this is the gap insurance correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and then if I could just get a reference number for this call.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect, thank you so much, [PII].
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][NEUTRAL] All right. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.