AccountId: 011433970860
ContactId: 174ac07e-7705-4aa1-90f9-6ae31512114b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62060 ms
Total Talk Time (AGENT): 25950 ms
Total Talk Time (CUSTOMER): 37029 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/174ac07e-7705-4aa1-90f9-6ae31512114b_20250626T15:48_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I need to verify eligibility for a patient please.
[AGENT][NEUTRAL] I can certainly help with eligibility. What is that policy number, please, [PII]?
[CUSTOMER][NEUTRAL] 02230101
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. It looks like the policy went into effect on [PII]. It is active. Would you like to know about any of the benefits of this secondary or gap insurance, or is it just the eligibility that?
[CUSTOMER][POSITIVE] Yeah, so I've tried a couple of different things and I find people.
[CUSTOMER][NEUTRAL] Um, just eligibility. It looks like it's a secondary insurance. OK. All right, thank you so much, [PII].
[AGENT][NEUTRAL] It is, yes.
[AGENT][POSITIVE] OK, well thank you for contacting AP have a good day.