AccountId: 011433970860
ContactId: 482ef03b-df83-4067-a5da-d31779a65572
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92760 ms
Total Talk Time (AGENT): 36827 ms
Total Talk Time (CUSTOMER): 23799 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/482ef03b-df83-4067-a5da-d31779a65572_20250430T15:17_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. I'm calling from Palm Beach Neurology calling to make sure a patient's insurance is still active.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. What's the patient's policy number, Miss [PII].
[CUSTOMER][NEUTRAL] 980751
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] My date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. You said you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you for your help have a good day bye bye.
[AGENT][POSITIVE] Yeah well thank you for calling ATR.