AccountId: 011433970860
ContactId: 72e69ba6-8d31-4155-9f5c-1d141f63aea7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 55450 ms
Total Talk Time (AGENT): 24164 ms
Total Talk Time (CUSTOMER): 22389 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/72e69ba6-8d31-4155-9f5c-1d141f63aea7_20250304T21:04_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to check if there is uh active coverage for one of our patients.
[AGENT][NEUTRAL] I can certainly help with eligibility with whom am I speaking?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] It is 02141769 ML 7.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Thank you. I just need a callback number please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. This is a secondary insurance, excuse me, that went into effect on [PII] and it is active. Excuse me just a second, please.