AccountId: 011433970860
ContactId: 21fdab32-18c7-43f3-88bf-7c9392434549
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167360 ms
Total Talk Time (AGENT): 85195 ms
Total Talk Time (CUSTOMER): 54090 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/21fdab32-18c7-43f3-88bf-7c9392434549_20250619T13:18_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Provid office. I wanna check eligibility for patient please.
[AGENT][NEUTRAL] Yeah, I can help with eligibility. What's that policy number, please?
[CUSTOMER][NEUTRAL] OK, the policy number is 021-892-08M like Maria L like Larry 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], and the last name [PII], [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Is there anything else at all that I can tell you about the secondary gap insurance besides eligibility?
[CUSTOMER][NEUTRAL] OK, the effective date of [PII] to current.
[AGENT][POSITIVE] That is correct. That is correct, and it is active.
[CUSTOMER][NEUTRAL] OK, can you give me, can you give me mailing address and payer ID please?
[AGENT][NEUTRAL] Yes, um, the payer ID is 60801.
[AGENT][NEUTRAL] Our mailing address.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]. That is in [PII] [PII].
[AGENT][NEUTRAL] And our zip code is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. [PII], we also have an
[CUSTOMER][NEUTRAL] What is this called?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] What is the sick called? because I can't hear you.
[CUSTOMER][NEUTRAL] [PII], OK, [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] We also, mhm.
[CUSTOMER][NEUTRAL] OK, and the and the.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And our zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. We also have an online service center at [PII]. Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you had
[CUSTOMER][NEUTRAL] You have a reference number for this call?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We'll use that in today's date as our reference. Is there anything else I can help you with?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, thanks for contacting API.