AccountId: 011433970860
ContactId: 15b18eed-e411-4163-9090-e6729b44b81e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103500 ms
Total Talk Time (AGENT): 43149 ms
Total Talk Time (CUSTOMER): 42329 ms
Interruptions: 1
Overall Sentiment: AGENT=3.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/15b18eed-e411-4163-9090-e6729b44b81e_20250103T17:21_UTC.wav
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[AGENT][POSITIVE] Hi, thanks for calling ATL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um, I just need to verify that a patient's insurance is active for a data service.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] I would love to help you out with that today. Can I have your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is that member's policy number?
[CUSTOMER][NEUTRAL] It is 02554467.
[AGENT][POSITIVE] Wonderful. And while I'm getting that policy pulled up, Miss [PII], do you mind if I also get a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect. Your patient is current and active with us. It looks like she became effective [PII], um.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And we haven't had any previous coverage on her, just the [PII] date.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And was there anything else I could help you with, Ms. [PII]? Oh.
[CUSTOMER][POSITIVE] Got you thank you so much.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] No, ma'am. Thank you. You said [PII], right?
[AGENT][POSITIVE] Perfect. Well thank you so much for calling APL. I hope you have a fab.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] My pleasure. Bye bye.
[CUSTOMER][NEUTRAL] Goodbye.