AccountId: 011433970860
ContactId: 299f382b-d34d-40e5-8770-d410611791ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79260 ms
Total Talk Time (AGENT): 38851 ms
Total Talk Time (CUSTOMER): 41117 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/299f382b-d34d-40e5-8770-d410611791ea_20250225T16:55_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi I was trying to get eligibility on a patient.
[AGENT][NEUTRAL] I can certainly help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] The policy number is 02560613.
[CUSTOMER][NEUTRAL] 850.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and date of birth is uh [PII].
[AGENT][NEUTRAL] Thank you. I just need a callback number please, [PII], in the event that we're disconnected.
[CUSTOMER][NEUTRAL] The phone number is [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Um, I don't show that [PII] has used any of his benefits, but they are active.
[CUSTOMER][NEUTRAL] OK, is there any way that you can send us like eligibility fax or anything like that?
[AGENT][NEUTRAL] Yes, I can, I can. What is your fax number, please?
[CUSTOMER][NEUTRAL] Our fax number is [PII].
[AGENT][POSITIVE] 0126. I'll send that to you right now. Now, is there anything else at all that I can help with before, OK. Well, thank you very much for contacting APL. You have a very good day. I'll send that back to you now. Thank you.
[CUSTOMER][NEUTRAL] That's all, yes ma'am.