AccountId: 011433970860
ContactId: 1082017f-dd97-4ab8-bfad-bc2840b1a703
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99650 ms
Total Talk Time (AGENT): 30952 ms
Total Talk Time (CUSTOMER): 35463 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/1082017f-dd97-4ab8-bfad-bc2840b1a703_20250318T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling regarding um a patient. I just need to know if she has any more visits left on her account.
[AGENT][NEUTRAL] OK, let's take a look. Uh, do you have the patient?
[CUSTOMER][NEUTRAL] And is it with an H or an A at the end of your name?
[AGENT][NEUTRAL] I have an H at the end.
[CUSTOMER][NEUTRAL] OK, sorry, um, the you want the patient's ID number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] All right, so it looks like the patient has used one visit for the year.
[CUSTOMER][NEUTRAL] Oh, she only has one for the year or she only used one so she has the remaining.
[AGENT][NEUTRAL] Right, so she's only used one for the year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um, and I just need a call reference number.
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial and today's date. My last initials [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, mine's M as in [PII]. Thank you so much for your time. I hope you have a great day thanks bye bye.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome. You too, [PII].