AccountId: 011433970860
ContactId: 6368ee29-8d77-479c-8ba1-eb1787af56be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129300 ms
Total Talk Time (AGENT): 40002 ms
Total Talk Time (CUSTOMER): 32859 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/6368ee29-8d77-479c-8ba1-eb1787af56be_20250103T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from the provider's office. Just need to check eligibility status for a patient.
[AGENT][POSITIVE] OK, I can help you with eligibility. Can I please get your call back number just in case the call is dropped. I'll be able to call you back.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. And then what's the patient's name?
[CUSTOMER][NEUTRAL] It is going to be for Ms. [PII].
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][POSITIVE] Great, just one second. [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And her policy number please?
[CUSTOMER][NEUTRAL] I is
[CUSTOMER][NEUTRAL] 02521719
[AGENT][NEUTRAL] OK, let me pull her policy in real quick.
[AGENT][POSITIVE] OK, I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] And the effective date is [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Any sort of reference number for our call or just use your name?
[AGENT][NEUTRAL] You could just use my name in today's date.
[CUSTOMER][POSITIVE] All right thank you so much for your time.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. I hope you have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] All right, bye-bye.