AccountId: 011433970860
ContactId: 146c429d-8905-40b5-a383-e36487428783
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97680 ms
Total Talk Time (AGENT): 48420 ms
Total Talk Time (CUSTOMER): 30833 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/146c429d-8905-40b5-a383-e36487428783_20250312T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I'm trying to get first I need to check a patient's eligibility, and then I wanna see kind of what benefits he has.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility and benefits. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, it is 982-075.
[AGENT][NEUTRAL] Alright, let me pull this up and if you don't mind, can I grab your first name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thanks [PII].
[AGENT][NEUTRAL] Uh, what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] Thank you so much. All right, so patient is active. The effective date on here is [PII].
[AGENT][NEUTRAL] We're the members secondary insurance, so this covers deductible, co-pay, and co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome, do you happen to have a way to give me a reference number?
[AGENT][NEUTRAL] Absolutely. Call reference would be my name with my last initials in today's date. My name again is [PII], which is [PII] Last initial is [PII].
[CUSTOMER][NEUTRAL] OK, and then [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK awesome thank you so much I hope you have a great day.
[AGENT][NEUTRAL] You too, [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Bye.