AccountId: 011433970860
ContactId: 2e1af364-d6d7-42c9-a0e8-ccae039fb59f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72430 ms
Total Talk Time (AGENT): 26287 ms
Total Talk Time (CUSTOMER): 31898 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/2e1af364-d6d7-42c9-a0e8-ccae039fb59f_20250611T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, I was calling to see if this plan was still active.
[AGENT][NEUTRAL] OK, I'm happy to check eligibility. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 023-37067.
[AGENT][NEUTRAL] Thank you. And then for documentation, can I get your name and a good call back number?
[CUSTOMER][NEUTRAL] My name is [PII] and callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What's the patient name and date of birth?
[CUSTOMER][NEUTRAL] Miss [PII] birthday is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is still active. Their effective date on here is [PII].
[CUSTOMER][NEUTRAL] OK, alright, that's all I needed to know.
[AGENT][POSITIVE] Alright, thank you for calling APL. Have a good day [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.