AccountId: 011433970860
ContactId: 2d8c7102-4798-46ba-98b6-70aa638ee316
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99980 ms
Total Talk Time (AGENT): 43230 ms
Total Talk Time (CUSTOMER): 35490 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/2d8c7102-4798-46ba-98b6-70aa638ee316_20250220T14:37_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I just wanted to see if this patient is eligible.
[AGENT][NEUTRAL] Yes, I can help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII], thank you. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] Um, the, what was that?
[AGENT][NEUTRAL] There's a policy number that's listed for the, for the individual and that way I can, I can look it up to see whether they're eligible or not. It might begin with a 01 or 02.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, it is 2,103,620.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you, I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I appreciate that. Thank you. Now the policy went into effect on uh.
[AGENT][NEUTRAL] [PII], it is active. Is there anything else I can help with besides the eligibility?
[CUSTOMER][NEUTRAL] Um, can I get a fax back?
[AGENT][NEUTRAL] Yes, certainly. What is your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII]. OK. I'll have that for you in just a moment. Is there anything else at all that I may help with?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting AP have a good day.