AccountId: 011433970860
ContactId: 3a3a2c21-cc92-4440-963b-81c2643e6fa4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120879 ms
Total Talk Time (AGENT): 33381 ms
Total Talk Time (CUSTOMER): 39678 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/3a3a2c21-cc92-4440-963b-81c2643e6fa4_20250626T13:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was wanting to um get eligibility for a patient.
[AGENT][NEUTRAL] OK. Happy to check on eligibility. Do we have their policy number?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] 000010048172
[AGENT][NEUTRAL] OK, that's not coming up on my side. Do you have their name or social? We can check by that.
[CUSTOMER][NEUTRAL] Um, I have a name, [PII].
[AGENT][NEUTRAL] Last name is it [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] Yes, [PII] E.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What state does she live in?
[CUSTOMER][NEUTRAL] Um, what state is that?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Nothing's coming up by that name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Sorry about
[CUSTOMER][NEUTRAL] Well, I will find out more. I'll find out more info because that is all that I have and then I'll call back if needed. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Not a problem. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye