AccountId: 011433970860
ContactId: 2754ed4c-3575-4198-bcd1-3bd0f715d8fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110400 ms
Total Talk Time (AGENT): 42107 ms
Total Talk Time (CUSTOMER): 50151 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/2754ed4c-3575-4198-bcd1-3bd0f715d8fa_20250528T15:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling ATL.va speaking. Can I help you?
[CUSTOMER][NEUTRAL] Hi, I am calling to check if this patient is still eligible for their plan.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Last initial is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, good question. Um, oh, I have 02337230.
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] 2 yeah [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh [PII] with two T's 6448.
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII], and he is active on the policy.
[CUSTOMER][NEUTRAL] Oh sorry, what was the active date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] to current, OK, um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then your name again?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And is there a call reference number?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help. Hope you have a great day.
[AGENT][POSITIVE] Oh, you too. Uh, thank you for calling APL. bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye bye.