AccountId: 011433970860
ContactId: 62df2d25-b57d-4879-9e64-294fb52982db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90599 ms
Total Talk Time (AGENT): 36287 ms
Total Talk Time (CUSTOMER): 25105 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/62df2d25-b57d-4879-9e64-294fb52982db_20250224T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need to make sure this patient has active coverage and if you can provide me a back back of benefits.
[AGENT][POSITIVE] OK, I'm happy to check on that. What's your policy number?
[CUSTOMER][NEUTRAL] Would that be like the ID number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 01951207
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Patient plan is active. Effective date is [PII].
[AGENT][NEUTRAL] And what's a good fax number to send the fax back to?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Should we mark attention to anybody?
[CUSTOMER][NEUTRAL] And you don't have to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so it's [PII], is that correct?
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][POSITIVE] Alright, that's on its way. It should be there in about 5 minutes. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good one.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Mhm bye bye.