AccountId: 011433970860
ContactId: 4a334e05-1489-4203-8926-95d8218d0a15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127410 ms
Total Talk Time (AGENT): 40935 ms
Total Talk Time (CUSTOMER): 50354 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/4a334e05-1489-4203-8926-95d8218d0a15_20250226T15:52_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm just calling to verify that this patient's insurance is still active.
[AGENT][NEUTRAL] OK, I can help you with eligibility. What is uh your name and your callback number and the facility you're calling from?
[CUSTOMER][NEUTRAL] I'm calling from the Orlando VAMC. My name is [PII], and the callback number is 1 2nd.
[CUSTOMER][NEUTRAL] I gotta pull back up my thing.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] The callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yep, the patient's name is first name is [PII].
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy ID is 01611887ML8.
[AGENT][NEUTRAL] OK, let me look this policy up real quick for a sec.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that a laser does have an active policy. The effective date of the policy is [PII].
[CUSTOMER][POSITIVE] OK, that's perfect. It matches my uh information here.
[CUSTOMER][POSITIVE] Thank you so much for the help.
[AGENT][POSITIVE] Awesome.
[AGENT][POSITIVE] You're very welcome I hope you have a good day and we appreciate you calling APL.
[CUSTOMER][POSITIVE] You too have a good day.
[AGENT][NEUTRAL] You too, sir. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.