AccountId: 011433970860
ContactId: 706f00d6-be42-4219-b176-f2a7663ba54f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69800 ms
Total Talk Time (AGENT): 37289 ms
Total Talk Time (CUSTOMER): 24839 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/706f00d6-be42-4219-b176-f2a7663ba54f_20250228T16:13_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I need to get eligibility on a young lady please.
[AGENT][NEUTRAL] I can help with eligibility. [PII], what's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] 02271382
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] I appreciate that. If I could have a callback number please, the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Is there anything else at all I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] It's a gap insurance? OK. I didn't think it was a uh supplement.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, we, yes, what we do is we pick up the deductible co-payment or co-insurance from Mr. [PII]'s major medical.
[CUSTOMER][POSITIVE] OK, that's all I actually need, [PII]. I appreciate it. Can I get a reference number for the call?
[AGENT][POSITIVE] Yes, my name is [PII]. The first letter of my last name is [PII], and we'll use that in today's date as a reference, and there's nothing else I can help with, and thank you for contacting ETL. Have a good day.