AccountId: 011433970860
ContactId: 60128434-8266-427b-84cd-f7bebc2b1614
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87180 ms
Total Talk Time (AGENT): 41178 ms
Total Talk Time (CUSTOMER): 36607 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/60128434-8266-427b-84cd-f7bebc2b1614_20250407T12:53_UTC.wav
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[AGENT][NEUTRAL] For contacting ATM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Valdosta Orthopedic Associates. I'm just calling to get a, uh, patient's eligibility and benefits for a specialist office visit.
[AGENT][NEUTRAL] I can help with
[AGENT][NEUTRAL] Sure, I can help with eligibility benefits. [PII], what's the policy number, please?
[CUSTOMER][NEUTRAL] It is 023370-40.
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Mr. [PII]'s date of birth is [PII].
[AGENT][POSITIVE] OK, I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, um, [PII].
[AGENT][NEUTRAL] I appreciate that. Thank you. Now, the policy went into effect on [PII]. It is active, but China does not have any benefits for a specialist office visit. It's simply for hospital, uh, in and out of services only.
[CUSTOMER][NEUTRAL] It's black, bit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else at all I can help with?
[CUSTOMER][NEUTRAL] Um, that is it, and then, uh, if I could just get a reference number.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that in today's date as a reference.
[CUSTOMER][NEUTRAL] Did you say [PII] or [PII]?
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] OK, alrighty, sounds great thank you so much enjoy the rest of your day.
[AGENT][POSITIVE] Mhm thanks for contacting