AccountId: 011433970860
ContactId: 17fb0c94-2ccc-44b9-886f-faa38a1d7c7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103610 ms
Total Talk Time (AGENT): 40390 ms
Total Talk Time (CUSTOMER): 47481 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/17fb0c94-2ccc-44b9-886f-faa38a1d7c7f_20250530T19:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hello, my name is [PII]. I'm calling from Piedmont Atlanta Rheumatology, and I was just trying to get benefits and eligibility for a patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, the policy number is 01841117 M as in Mike, L as in Lima 8.
[AGENT][NEUTRAL] OK, thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. Uh, so she had a policy with us effective [PII]. Uh, the policy terminated [PII], and I do not show any active coverage.
[CUSTOMER][POSITIVE] All right, I appreciate that information. Thank you so much for your help.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No ma'am, that was everything.
[AGENT][POSITIVE] OK, uh thank you so much for calling APL. Have a great day and weekend.
[CUSTOMER][POSITIVE] Thank you, you do the same. Thank you.
[AGENT][NEUTRAL] I forgot today was Friday, sorry.
[CUSTOMER][NEUTRAL] Oh no, you're fine.
[CUSTOMER][POSITIVE] Take care.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Right.