AccountId: 011433970860
ContactId: 5cbbd426-e5e2-4fb3-8989-a1bc0537264d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72339 ms
Total Talk Time (AGENT): 37659 ms
Total Talk Time (CUSTOMER): 32802 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/5cbbd426-e5e2-4fb3-8989-a1bc0537264d_20250401T14:13_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, my name is [PII]. I work at BJC Medical Group. I'm calling to get insurance eligibility for a patient.
[AGENT][POSITIVE] I can help with the eligibility, and I'm sorry, I didn't catch your name. I apologize.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Thank you. Tell me, what is that policy number, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is 02587374.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII] and it's [PII].
[AGENT][NEUTRAL] Well, I'm looking that up, if I could just have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Uh, [PII], the policy went into effect on [PII]. It is active. Now is there anything in particular I could tell you about this policy, the secondary gap insurance? Would you like to know?
[CUSTOMER][NEUTRAL] Mm, no, I just need to make sure it was active and then um get a reference number if you have one.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're going to use that in today's date as our reference.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK perfect thank you very much.
[AGENT][POSITIVE] Mhm thanks for contacting ATO have a very good