AccountId: 011433970860
ContactId: 30220d95-e821-4f56-8e8b-ae9fcbb3f2d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64400 ms
Total Talk Time (AGENT): 29992 ms
Total Talk Time (CUSTOMER): 26370 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/30220d95-e821-4f56-8e8b-ae9fcbb3f2d3_20241230T15:48_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I need eligibility, please.
[AGENT][NEUTRAL] I'm sorry, I, my phone is cutting in and out. Could you tell me that again, please?
[CUSTOMER][NEUTRAL] I need eligibility for one of my patients.
[AGENT][NEUTRAL] I can help with the eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] This is [PII] calling from Florida Women Care.
[AGENT][NEUTRAL] Yeah, thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] It's um 02114666 ML 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] I appreciate that. If I could just have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Her policy went into effect on [PII]. It is active. Is there anything else besides eligibility that I may help with?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting ATL. Have a good morning.