AccountId: 011433970860
ContactId: 4b3b6b3e-63f8-4081-a39f-5f97484b281e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86900 ms
Total Talk Time (AGENT): 37216 ms
Total Talk Time (CUSTOMER): 24202 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/4b3b6b3e-63f8-4081-a39f-5f97484b281e_20250129T17:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just need to check the coverage on this patient's insurance.
[AGENT][POSITIVE] OK, I'm happy to check eligibility and benefits. What's the policy number?
[CUSTOMER][NEUTRAL] 01954451
[AGENT][POSITIVE] Thank you for that. One moment.
[AGENT][NEUTRAL] And can I get patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So the patient plan is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK, and um does it cover her the primaries like deductible?
[AGENT][NEUTRAL] Yeah, so we're the secondary and this will cover deductible co-pay or co-insurance of the primary does not.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, thank you do you have a reference number?
[AGENT][NEUTRAL] Call references my name with my last initials in today's date. My name is [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.