AccountId: 011433970860
ContactId: 0cb3965c-b791-4403-b189-8ec4b17ebca5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67180 ms
Total Talk Time (AGENT): 26039 ms
Total Talk Time (CUSTOMER): 28479 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/0cb3965c-b791-4403-b189-8ec4b17ebca5_20250225T13:55_UTC.wav
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[AGENT][NEUTRAL] Calling ATL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from AA Endocrinology. I'm just calling to check on eligibility for a patient.
[AGENT][NEUTRAL] OK, and what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] The policy number is 02137666.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And you're just needing the eligibility date, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so the policy effective date is [PII], and I show the policy is active at this time. And any other questions?
[CUSTOMER][POSITIVE] That's it. Thank you, [PII].
[AGENT][POSITIVE] Uh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.