AccountId: 011433970860
ContactId: 0b2af25a-5330-495b-83be-b4709f8b5af2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90919 ms
Total Talk Time (AGENT): 33599 ms
Total Talk Time (CUSTOMER): 46037 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/0b2af25a-5330-495b-83be-b4709f8b5af2_20250317T20:27_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling just to confirm a patient's eligibility.
[AGENT][NEUTRAL] OK, [PII], I can certainly help with the eligibility. What's that policy number, please?
[CUSTOMER][NEUTRAL] It's 02543182, M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII], [PII].
[AGENT][POSITIVE] Appreciate that. While I'm looking that up, if I could have a callback number, please, in the event that we're disconnected.
[CUSTOMER][POSITIVE] Yes, [PII], and that's correct.
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Um, would you like to know any of the benefits or anything else at all that I can help with?
[CUSTOMER][NEUTRAL] Um, no, because it's, um, a gap insurance for the patient.
[CUSTOMER][NEUTRAL] So, let's see, oh, just a reference number just for the proof that it's still active.
[AGENT][NEUTRAL] Yes, my name is [PII]. Um, the first letter of my last name is [PII].
[AGENT][NEUTRAL] We're gonna use that today's date as a reference.
[CUSTOMER][POSITIVE] Perfect thank you so much [PII]. You have a great day.
[AGENT][POSITIVE] Well, thank you for contacting API