AccountId: 011433970860
ContactId: 1ce4d715-f763-4eeb-89c6-39e98a2b712a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135600 ms
Total Talk Time (AGENT): 31310 ms
Total Talk Time (CUSTOMER): 61481 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/1ce4d715-f763-4eeb-89c6-39e98a2b712a_20250421T19:29_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] We just have a chart for now.
[CUSTOMER][NEUTRAL] Hey, yes ma'am, this is [PII] at Doctor [PII]'s office. Um, I need to make sure that my patient is active.
[AGENT][NEUTRAL] OK. Did you say [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. Um, do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. OK, I can check eligibility for you. Do you have a policy number of the patient?
[CUSTOMER][NEUTRAL] 2,259,620
[CUSTOMER][NEUTRAL] But his insurance
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Um [PII] [PII].
[CUSTOMER][NEUTRAL] Paperwork
[CUSTOMER][NEUTRAL] Is his medical history.
[CUSTOMER][NEUTRAL] It must be filled out before he comes.
[AGENT][NEUTRAL] Uh, show the policy is active and effective [PII].
[CUSTOMER][NEUTRAL] OK, um, and then does she have any history on file?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Here on
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] check after she's done.
[CUSTOMER][NEUTRAL] Uh, I can, but.
[CUSTOMER][NEUTRAL] to have.
[CUSTOMER][NEUTRAL] I'm about to look that up right now.
[AGENT][NEUTRAL] Uh, let's see, looks like, um, she's not used anything.
[CUSTOMER][NEUTRAL] OK and then is um.
[CUSTOMER][NEUTRAL] It's [PII] on the policy?
[AGENT][NEUTRAL] Yeah, the date of birth?
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] Uh, no, do not show that dependent.
[CUSTOMER][NEUTRAL] Why
[CUSTOMER][NEUTRAL] OK, alright, well that was all that I needed then.
[AGENT][POSITIVE] OK, all right, thank you for calling [PII]. I hope you have a good afternoon.
[CUSTOMER][POSITIVE] All right thank you you too.
[AGENT][NEUTRAL] Uh