AccountId: 011433970860
ContactId: 3b3a35c9-2e46-415a-b31a-4f18d42cb28d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112699 ms
Total Talk Time (AGENT): 50774 ms
Total Talk Time (CUSTOMER): 42649 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/3b3a35c9-2e46-415a-b31a-4f18d42cb28d_20250505T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I was reaching out to get eligibility and benefits for patients by the name of [PII].
[AGENT][POSITIVE] Yeah, it's availability benefits for you.
[AGENT][NEUTRAL] For sure, uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Can be [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Is 02612909.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Member's name is [PII] Date of birth is [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] Yes please
[AGENT][NEUTRAL] Sure, what was that fax number for you?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] I'm gonna read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Alright, I will go ahead and get that sent now. It should get it within about 10 minutes or so. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] The