AccountId: 011433970860
ContactId: 0bc6d70c-123b-4a25-91b6-6b5b25bc0228
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71180 ms
Total Talk Time (AGENT): 32854 ms
Total Talk Time (CUSTOMER): 28492 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/0bc6d70c-123b-4a25-91b6-6b5b25bc0228_20250505T12:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm, uh, I'm calling from the provider's office and I'm just checking on eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], happy to check eligibility. What's that policy number?
[CUSTOMER][NEUTRAL] It is, let's see, I have 01802609.
[AGENT][POSITIVE] Alright, thank you so much let me pull that up here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much. All right, [PII], so it looks like patient's plan effective date was [PII]. Patient's plan has terminated as of [PII]. I do not show any other active coverage with us at this time.
[CUSTOMER][POSITIVE] OK, thanks so much. Have a great day.
[AGENT][NEUTRAL] You too. Bye bye.