AccountId: 011433970860
ContactId: 74026fff-c9a0-469d-8d0f-38fb1704df5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94760 ms
Total Talk Time (AGENT): 37712 ms
Total Talk Time (CUSTOMER): 30262 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/74026fff-c9a0-469d-8d0f-38fb1704df5c_20250109T21:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, ma'am, uh, my name is [PII]. I work at Premier Medical Group. I'm just trying to verify eligibility for a
[CUSTOMER][NEUTRAL] Patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with the eligibility. What is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK, and what's Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her policy number, please.
[CUSTOMER][NEUTRAL] 02156805
[AGENT][NEUTRAL] OK, let me pull that in for us.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][POSITIVE] Thank you, that's all I needed.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. I hope you have a blessed day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] All right, bye bye, sir.
[CUSTOMER][NEUTRAL] Alright bye bye.