AccountId: 011433970860
ContactId: 5f5732d3-14da-43d2-817b-66ec5a2b1146
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150330 ms
Total Talk Time (AGENT): 50340 ms
Total Talk Time (CUSTOMER): 37462 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/5f5732d3-14da-43d2-817b-66ec5a2b1146_20250527T14:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi I was calling to verify a patient's eligibility.
[AGENT][POSITIVE] I can help you with eligibility. Can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. My callback number is [PII].
[AGENT][NEUTRAL] I'm sorry, what was the last 4?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much, [PII]. And do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I have 02356732.
[AGENT][NEUTRAL] OK, one moment while I look that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And were you wanting to fax back?
[CUSTOMER][NEUTRAL] Um, I
[CUSTOMER][POSITIVE] Yeah, that'd be great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] I will say this policy is active with an effective date of [PII].
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] Give me just a moment so I can pull it up.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and what's a good fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I have [PII], correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, you can expect that in about 5 to 10 minutes, OK? Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you ma'am.
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][POSITIVE] Alright, thank you for calling ATL and have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye.