AccountId: 011433970860
ContactId: 681ba34d-be8d-4251-b554-205bbe502429
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148559 ms
Total Talk Time (AGENT): 44391 ms
Total Talk Time (CUSTOMER): 63819 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/681ba34d-be8d-4251-b554-205bbe502429_20250102T20:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I have a patient that's coming in the office tomorrow. I just wanted to make sure that his insurance was, um, up to date and current.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can you please give me your name and your call back number?
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] OK, thank you [PII], what is the um patient's name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And what is [PII]'s, um, policy number, please?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 15249 M like Mary L in Lima 8.
[AGENT][NEUTRAL] OK, let me pull that policy up for you.
[CUSTOMER][NEUTRAL] No we don't.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[CUSTOMER][NEUTRAL] What
[CUSTOMER][POSITIVE] [PII] excellent thank you [PII], OK.
[CUSTOMER][POSITIVE] My friend, I'm just all day with this just literally, OK.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Uh, I know. OK, so, OK, and what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], and is there a reference number?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][POSITIVE] All right my lady that's all I needed thank you so much.
[AGENT][POSITIVE] You're so welcome, [PII]. Thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too take care.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][POSITIVE] Thank you bye.