AccountId: 011433970860
ContactId: 7309b84e-c121-4cf9-ac3a-d1eb03dd2132
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78589 ms
Total Talk Time (AGENT): 28905 ms
Total Talk Time (CUSTOMER): 32807 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/7309b84e-c121-4cf9-ac3a-d1eb03dd2132_20250403T20:35_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] over at Amed the [PII] Campus in [PII].
[AGENT][NEUTRAL] OK, this is
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I just need to verify eligibility for a patient.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And what what was your name again?
[AGENT][NEUTRAL] Certainly.
[CUSTOMER][NEUTRAL] [PII]? OK.
[AGENT][NEUTRAL] And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, it's 02456447.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And you just needed eligibility, is that correct?
[CUSTOMER][POSITIVE] That's right, yeah.
[AGENT][NEUTRAL] Uh, looks like he is effective [PII] policy is active.
[CUSTOMER][NEUTRAL] Alright, is there a good reference number for this?
[AGENT][NEUTRAL] Uh, just my first name, [PII], first initial last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Alright, got it thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Bye.