AccountId: 011433970860
ContactId: 5e913ddc-034e-47f4-a4db-6547745acd94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114239 ms
Total Talk Time (AGENT): 46931 ms
Total Talk Time (CUSTOMER): 63027 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/5e913ddc-034e-47f4-a4db-6547745acd94_20250319T14:52_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, actually, um, [PII], I'm calling from the provider's office and I'm looking for the patient's eligibility.
[AGENT][NEUTRAL] I can help with eligibility, with whom am I speaking, please?
[CUSTOMER][NEUTRAL] Uh yes, myself, [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I was, yes, thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] OK. So the policy number will be 02579289.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, you said 0257.
[CUSTOMER][NEUTRAL] 9289.
[AGENT][NEUTRAL] OK, yes, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The patient's name will be [PII] and the date of birth will be [PII].
[AGENT][NEUTRAL] Thank you, is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes, the callback number will be [PII].
[AGENT][NEUTRAL] Thank you very much. The policy went into effect on [PII]. It is active. Now, is there anything else at all that I can tell you about this policy besides just the eligibility?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just give me, uh, can you repeat, uh, it was effective from January.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm. And uh may I know the term date?
[AGENT][NEUTRAL] Uh, well, it's not termed. It looks like it's still active.
[CUSTOMER][NEUTRAL] OK, just give me a moment.
[CUSTOMER][NEUTRAL] OK, nothing else. Uh, can I get a call reference?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as our reference. Is there anything else at all that I may help with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so it means the call reference will be your name and the today's date.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK. OK. Nothing else, [PII]. Thank you very much. Have a good day.
[AGENT][POSITIVE] OK thank you for thanks for contacting AP.