AccountId: 011433970860
ContactId: 2b708f83-d2ca-412c-9f52-8ca3793419a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85699 ms
Total Talk Time (AGENT): 28907 ms
Total Talk Time (CUSTOMER): 25088 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/2b708f83-d2ca-412c-9f52-8ca3793419a0_20250617T22:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm just trying to check eligibility on a patient.
[AGENT][NEUTRAL] I can help you with eligibility. Who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what is the policy number of the patient?
[CUSTOMER][NEUTRAL] It's 00616765.
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, it looks like this policy is active with an effective date of [PII].
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][POSITIVE] Great, thank you for calling APL. If there's nothing else, I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Alright bye.