AccountId: 011433970860
ContactId: 0c63ecb9-bea5-453d-98eb-5979025fd88c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232820 ms
Total Talk Time (AGENT): 65959 ms
Total Talk Time (CUSTOMER): 54347 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/0c63ecb9-bea5-453d-98eb-5979025fd88c_20250130T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi dear, I was needing to verify eligibility and benefits for a patient.
[AGENT][POSITIVE] OK, yes ma'am, I can help you with eligibility and benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. What's the patient's name?
[CUSTOMER][NEUTRAL] Um, it's gonna be two twins. The first one will be [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what's
[AGENT][NEUTRAL] Thank you. And then what is the second twin's name?
[CUSTOMER][NEUTRAL] It'll be [PII], same date of birth.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is, I think mom thinks she gave it to me. It's 02483469.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show both [PII] and [PII] on the policy. Let me give you their effective dates.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you give me your fax number I can send you a fax back with the complete benefit breakdown.
[CUSTOMER][POSITIVE] Yeah, that's perfect. It's gonna be [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get that faxed together for you and I'll be right back.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hi [PII] thank you so much for holding for me uh can I get the uh facility that you're calling from real quick?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, it's gonna be Mid City's Oral Surgery, Doctor [PII].
[AGENT][POSITIVE] OK, thank you so much and I have that fax on its way to you so you'll just need to give it a couple of minutes to come through.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You're very welcome. I hope you have a good rest of your day and thanks for calling APL Miss [PII].
[CUSTOMER][POSITIVE] Yes ma'am thank you bye bye.
[AGENT][NEUTRAL] Bye