AccountId: 011433970860
ContactId: 62d4f225-1bd9-4d0b-9490-ecf3c8e0ed98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134029 ms
Total Talk Time (AGENT): 58207 ms
Total Talk Time (CUSTOMER): 50072 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/62d4f225-1bd9-4d0b-9490-ecf3c8e0ed98_20250304T20:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I need to verify eligibility on a patient.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. Uh, but, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm. APL 20,000.
[AGENT][NEUTRAL] Um, that's not gonna be one of our policy numbers, [PII]. Um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] No, they're gonna be a new patient. I can give you his name.
[AGENT][NEUTRAL] OK, yeah, if you wouldn't mind spelling out the first and last name for me.
[CUSTOMER][NEUTRAL] OK, so the first name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][POSITIVE] OK, got it, thank you one moment please.
[AGENT][NEUTRAL] And do you have the uh date of birth, [PII]?
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][POSITIVE] Perfect. OK, I was able to find them. Um, now, was this for uh dental or medical?
[CUSTOMER][NEUTRAL] Medical
[AGENT][NEUTRAL] Medical, OK. And then I can, it is currently active. Uh, that effective date was [PII], and whenever you're ready, I can give you that correct policy number.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, it is 02521356.
[CUSTOMER][NEUTRAL] 56.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK great.
[AGENT][NEUTRAL] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that is it.
[AGENT][POSITIVE] Alright, well thanks for calling APL [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too mhm bye bye.
[AGENT][POSITIVE] Thank you, bye bye.