AccountId: 011433970860
ContactId: 0830c233-9cf0-450c-8926-68d268e34988
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253889 ms
Total Talk Time (AGENT): 53550 ms
Total Talk Time (CUSTOMER): 59181 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/0830c233-9cf0-450c-8926-68d268e34988_20250114T17:21_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help?
[CUSTOMER][NEUTRAL] Yes, I need to get eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name and your card number?
[CUSTOMER][NEUTRAL] My name is [PII] Good callback number is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is the patient's name?
[CUSTOMER][NEUTRAL] Um, patient name is [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII]. Let me get the year.
[CUSTOMER][NEUTRAL] One moment, [PII].
[AGENT][NEUTRAL] Thank you. And then what is [PII]'s policy number?
[CUSTOMER][NEUTRAL] Your moment.
[CUSTOMER][NEGATIVE] I have to go into another screen for that.
[AGENT][POSITIVE] Yes, ma'am. That's fine. Take your time.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] The policy number is 02554086.
[AGENT][NEUTRAL] OK, let me look his policy up and.
[AGENT][NEUTRAL] Give you the eligibility.
[CUSTOMER][NEUTRAL] You said there's 2 policies?
[AGENT][NEUTRAL] Just one.
[AGENT][NEUTRAL] Um, I do show that [PII] does have an active policy, and the effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[CUSTOMER][NEUTRAL] OK, is there any way I can get an eligibility fax back?
[AGENT][NEUTRAL] Yes ma'am, what is your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], how do I spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold and get that fax back ready for you and I'll be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII] this is [PII] with you again. I have sent that fax back to you it should be there shortly.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, thank you so much you have a wonderful day.
[AGENT][POSITIVE] You too, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] No, I, I
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye bye.