AccountId: 011433970860
ContactId: 3a9b0c86-ada0-4fe3-be4a-64f5d1a16c3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124739 ms
Total Talk Time (AGENT): 40723 ms
Total Talk Time (CUSTOMER): 58766 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/3a9b0c86-ada0-4fe3-be4a-64f5d1a16c3c_20250217T15:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. My name's [PII]. I'm calling from Greece Internal Medicine in [PII]. Um, I'm just trying to verify eligibility for a patient, please.
[AGENT][NEUTRAL] OK, I can help you with um eligibility, [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] it.
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So it looks like he must have gotten it
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] Um, 02443927.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] And you
[CUSTOMER][NEUTRAL] Go ahead find it and it's uh you can see where there's a.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You're welcome, no problem, and I do apologize for.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You do the same
[CUSTOMER][NEUTRAL] [PII]. Awesome do you have a reference number for this call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] OK awesome and that's just [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh TRY, OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK alrighty thank you so much for your help.
[AGENT][POSITIVE] Thank you Ms. [PII], you have a good week and thanks for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.