AccountId: 011433970860
ContactId: 1eae72e1-260e-4241-9ba3-c552f67be57c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101959 ms
Total Talk Time (AGENT): 51188 ms
Total Talk Time (CUSTOMER): 34816 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/1eae72e1-260e-4241-9ba3-c552f67be57c_20250130T16:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[AGENT][NEUTRAL] Thank you. May I have a callback number and the name of the facility or doctor you're calling from?
[CUSTOMER][NEUTRAL] [PII] in [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I have 02308256.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] I have [PII], 6286.
[AGENT][NEUTRAL] OK, thank you, and you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] Alrighty and then a reference for the call.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Ms. [PII]?
[CUSTOMER][NEUTRAL] And you said your name was [PII], correct?
[AGENT][NEUTRAL] [PII]. Last initial [PII] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Uh, what you said what was the last initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alrighty, Ms. So, thank you so much for your help today. You have a great day and stay safe.
[AGENT][POSITIVE] You're welcome. You as well, Ms. [PII], and thank you for calling ATU. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.