AccountId: 011433970860
ContactId: 1b60dcf2-d1a6-4fa7-9763-52772185572b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116139 ms
Total Talk Time (AGENT): 48089 ms
Total Talk Time (CUSTOMER): 54251 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/1b60dcf2-d1a6-4fa7-9763-52772185572b_20250620T19:28_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. Yeah. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to find out the eligibility of a patient.
[AGENT][NEUTRAL] OK, I could check eligibility for you. Uh, what was your name please?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, got it and then uh can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] 1294.
[AGENT][NEUTRAL] OK thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am, it is 02551389.
[AGENT][NEUTRAL] OK and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active effective date was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] So it's inactive?
[AGENT][NEUTRAL] No, it is currently active, sorry.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and it started what day again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right. Um, can I have a reference number, please?
[AGENT][NEUTRAL] So reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Last initial is [PII] is there anything else I can help you with?
[CUSTOMER][POSITIVE] That'll be all. Thank you so much.
[AGENT][POSITIVE] Alrighty thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.