AccountId: 011433970860
ContactId: 05c5c1e0-d728-4c55-8bdc-ad56d64e4e0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90019 ms
Total Talk Time (AGENT): 23410 ms
Total Talk Time (CUSTOMER): 34812 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/05c5c1e0-d728-4c55-8bdc-ad56d64e4e0f_20250618T16:06_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office. I like to check the patient eligibility.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Mm, yes, it will be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for the patient?
[CUSTOMER][NEUTRAL] It will be 024.
[CUSTOMER][NEUTRAL] 628
[CUSTOMER][NEUTRAL] 17.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It will be [PII].
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it looks like the policy is active and effective, no term date. It's effective [PII].
[CUSTOMER][NEUTRAL] Got it. And your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And last name sir the name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Call reference number.
[AGENT][NEUTRAL] It's my name and today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Well, got it. Thank you. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APL you as well. Bye bye.