AccountId: 011433970860
ContactId: 52911aa8-c820-43e3-a498-69244537ce46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 48720 ms
Total Talk Time (AGENT): 13716 ms
Total Talk Time (CUSTOMER): 15787 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/52911aa8-c820-43e3-a498-69244537ce46_20250227T16:41_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to verify a patient's eligibility.
[AGENT][NEUTRAL] I can help with eligibility, [PII]. What's that policy number?
[CUSTOMER][NEUTRAL] The policy number that I have on file is 02493421.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] And, and their date of birth?
[AGENT][NEUTRAL] Did. Did they give you a date of birth as well, [PII]?
[AGENT][NEUTRAL] So