AccountId: 011433970860
ContactId: 80b74089-bd8c-42fe-97b5-cf65b1958154
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124010 ms
Total Talk Time (AGENT): 55232 ms
Total Talk Time (CUSTOMER): 38906 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/80b74089-bd8c-42fe-97b5-cf65b1958154_20250411T14:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm trying to verify patient eligibility.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Let's see, we, oh no, we weren't given a policy number but I do have a social.
[AGENT][POSITIVE] Sure, yeah, that'll work.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] And what was the name for the member?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII]. And whenever you're ready, I can give you that policy number.
[CUSTOMER][NEUTRAL] OK, let me get into my other screen here let's edit.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that is 02.
[AGENT][NEUTRAL] 40.
[AGENT][NEUTRAL] 8607.
[CUSTOMER][NEUTRAL] 07 perfect let's save that and you said patient was eligible?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you give call reference numbers?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.