AccountId: 011433970860
ContactId: 416cd4bf-92b1-4fa3-bd49-55489fab354d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72400 ms
Total Talk Time (AGENT): 29967 ms
Total Talk Time (CUSTOMER): 31355 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/416cd4bf-92b1-4fa3-bd49-55489fab354d_20250411T13:34_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, Ms. [PII]. My name is [PII]. I'm calling from Centera Medical Group. I'm just trying to verify eligibility for a patient, please.
[AGENT][NEUTRAL] I can help with eligibility, [PII]. What's that policy number, please?
[CUSTOMER][NEUTRAL] Yes ma'am, that is 02440118.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Is there anything else at all I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] No ma'am, do you just happen to have a reference number for this call, please?
[AGENT][NEUTRAL] Uh, yes, my name is [PII]. The first letter of my last name is [PII]. We're going to use that and today's date is a reference.
[CUSTOMER][POSITIVE] Thank you so much I appreciate your help you have a good weekend.
[AGENT][POSITIVE] Mhm. Thank you for contacting API. You have a good day.