AccountId: 011433970860
ContactId: 57068050-880d-45ef-981b-7df80dc9602b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83500 ms
Total Talk Time (AGENT): 51592 ms
Total Talk Time (CUSTOMER): 33499 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/57068050-880d-45ef-981b-7df80dc9602b_20250623T13:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning thanks for calling.
[CUSTOMER][NEUTRAL] I'm trying to see if a patient has coverage with y'all.
[AGENT][NEUTRAL] OK, so you're needing to verify if a member the eligibility for a member, is that correct? Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] Can I give you his social because I don't know if he's got a policy or not. I'm trying to figure that part out.
[AGENT][NEUTRAL] Sure, yes. And here, your patient is the subscriber?
[CUSTOMER][NEUTRAL] Uh, yes, should be.
[AGENT][NEUTRAL] OK. All right. So, yes, ma'am. What is that full social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, so [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][NEGATIVE] Now I wasn't able to pull anything up [PII] with that full social as being a subscriber.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, that'll be fine that's uh all I needed to know.
[AGENT][POSITIVE] OK, well, if that is all that I can help you with today, absolutely, you're welcome and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Appreciate it.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.