AccountId: 011433970860
ContactId: 0d51b640-9863-42a9-993a-84411df1a8e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113199 ms
Total Talk Time (AGENT): 48870 ms
Total Talk Time (CUSTOMER): 48647 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/0d51b640-9863-42a9-993a-84411df1a8e0_20250512T13:40_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Yes, I'm happy this Sudette. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, good morning. Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I am calling from the office of Doctor [PII] for uh to check eligibility in one of our patients.
[AGENT][NEUTRAL] I can help with eligibility with whom am I speaking please?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] It is 2,203,960.
[AGENT][POSITIVE] Great. Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Date of birth is [PII] and the name is [PII].
[AGENT][POSITIVE] I appreciate that. [PII], if I could just have a callback number please, um, in case we're disconnected, I do appreciate it.
[CUSTOMER][NEGATIVE] I, you are really breaking up the communication is really bad. Can you repeat that please?
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Oh, I'm so sorry. If I could just have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. [PII]'s policy went into effect on [PII]. It is active. Is there anything else at all I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] No, that's it. Do you have a reference number for the call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as our.
[CUSTOMER][NEUTRAL] So it will be your first name, uh [PII] as the first letter of your last name and then the date of the date of today. OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, yeah, [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect, thank you very much, [PII].
[AGENT][POSITIVE] OK, thank you for contacting AP have a good.