AccountId: 011433970860
ContactId: 2d820fae-3c24-4472-bc35-547c24c45ab6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140880 ms
Total Talk Time (AGENT): 47406 ms
Total Talk Time (CUSTOMER): 49155 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/2d820fae-3c24-4472-bc35-547c24c45ab6_20250509T16:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name's [PII] with behavioral medicine. I'm calling to get a patient's insurance verified.
[AGENT][NEUTRAL] OK, I can um verify insurance for you, Ms. [PII]. Can I please get your callback number, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then her date of birth is [PII].
[CUSTOMER][NEUTRAL] And her policy number is going to be 02428218.
[AGENT][NEUTRAL] OK, let me look up her policy real quick.
[AGENT][NEUTRAL] OK, and I do show that [PII] does have an active policy with us. Her effective date is [PII] and its policy is current.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Let me just put this in there real quick.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alrighty, and can I just go ahead and get a reference number from you?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go, ma'am?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] OK, well you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, have a great night.
[AGENT][NEUTRAL] You too bye bye, ma'am.