AccountId: 011433970860
ContactId: 5170c40d-dfad-4e6d-9af8-2eaf0ccd4604
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73250 ms
Total Talk Time (AGENT): 31191 ms
Total Talk Time (CUSTOMER): 30835 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/5170c40d-dfad-4e6d-9af8-2eaf0ccd4604_20250102T17:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII], and I'm calling from Baylor Scott and White cardiac surgery. I was calling to see if this patient has active coverage.
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, I can help you with that, [PII]. What's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what's the policy number?
[CUSTOMER][NEUTRAL] 02013.
[CUSTOMER][NEUTRAL] 247
[AGENT][NEUTRAL] OK, thank you and verify the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright thank you and you're calling for eligibility?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I show this policy has an effective date of [PII] and it is currently active.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][POSITIVE] That is all that I needed.
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] No problem thanks for calling APO have a great day.
[CUSTOMER][POSITIVE] Thank you as well bye bye.
[AGENT][POSITIVE] Thanks bye.