AccountId: 011433970860
ContactId: 141f5474-bb72-44c2-be2d-79dc95442814
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82970 ms
Total Talk Time (AGENT): 40361 ms
Total Talk Time (CUSTOMER): 29670 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/141f5474-bb72-44c2-be2d-79dc95442814_20250317T13:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, what is your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from emergency registration. I need to check eligibility on a patient.
[AGENT][POSITIVE] OK, sure. I can assist you with the eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEGATIVE] It was [PII] kind of cut off in the end.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss?
[CUSTOMER][NEUTRAL] 021992 05 ML 7
[CUSTOMER][NEUTRAL] My bes [PII] 1012 91.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Perfect. Thank you. All right, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical. Is there anything else I'm gonna help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that'll be all thanks for your help you have a great day.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling ATL. bye bye Miss [PII].
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Registration is speaking.