AccountId: 011433970860
ContactId: 1b550b92-af3f-4a80-9c1b-b6b694a9e267
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76279 ms
Total Talk Time (AGENT): 36727 ms
Total Talk Time (CUSTOMER): 29139 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/1b550b92-af3f-4a80-9c1b-b6b694a9e267_20250501T18:33_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, I was calling to get a fax back of eligibility for a patient.
[AGENT][POSITIVE] OK, happy to help. Do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02279771.
[AGENT][NEUTRAL] OK. And then for verification, can I get the patient's first, last name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect. So patient is active. The effective date is [PII], but is a good fax number to send this to.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Just to confirm, [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And should we mark attention to anybody?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][NEUTRAL] OK. It should be there in about 5 minutes. Anything else I can check on?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.