AccountId: 011433970860
ContactId: 09f7795e-0aa2-45aa-bac9-bce82bb43fc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97800 ms
Total Talk Time (AGENT): 38763 ms
Total Talk Time (CUSTOMER): 43701 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/09f7795e-0aa2-45aa-bac9-bce82bb43fc2_20250331T13:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good, um, morning [PII], um, this is, um, Atrium Health infusion Services just calling to verify, um, that, um, active, um, benefits for patients.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It is 02432987.
[AGENT][NEUTRAL] OK, and what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're just needing eligibility dates, [PII].
[CUSTOMER][NEUTRAL] Yeah, just verifying that it is active.
[AGENT][NEUTRAL] Actor, OK.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], hold on one moment, I can tell you.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for that information. I have the eligibility information. I'm showing the effective date is [PII] and the policy is active at this time.
[CUSTOMER][NEUTRAL] OK, alright, is there a reference number?
[AGENT][NEUTRAL] You'll use my name and today's date as your reference, [PII]. Did you have any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, no, that is it thank you so much [PII] you have a wonderful day.
[AGENT][POSITIVE] You too, thanks for calling APL. Have a good day as well.
[CUSTOMER][NEUTRAL] Bye bye.