AccountId: 011433970860
ContactId: 810d5c87-a467-47e3-a74a-9aabf62034d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102040 ms
Total Talk Time (AGENT): 50996 ms
Total Talk Time (CUSTOMER): 39114 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/810d5c87-a467-47e3-a74a-9aabf62034d5_20250204T17:46_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with Baton Rouge Pero. I was calling on behalf of a patient to verify his eligibility.
[AGENT][POSITIVE] OK, I can assist with eligibility. Thank you. And I'm so sorry, may I have your name again?
[CUSTOMER][NEUTRAL] Yeah, no problem, it's [PII] like [PII].
[AGENT][NEUTRAL] OK, thank you. And your call back number if we are disconnected please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much, [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] 608236
[AGENT][NEUTRAL] OK, that was 608-236. Give me one moment please.
[AGENT][NEUTRAL] Thank you. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you very much for that, [PII], and you're calling to check eligibility. Give me one moment. We certainly help you with that. Thank you so much. Thank you. Um, the policy shows effective as of [PII], and this policy shows active for Mr. [PII].
[CUSTOMER][POSITIVE] Yeah take your time.
[CUSTOMER][POSITIVE] Have a good one.
[CUSTOMER][POSITIVE] Perfect, and that was of [PII] of when?
[AGENT][NEUTRAL] No, that was, I'm so sorry, [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] All right, and that was actually all I needed. I have all the the rest of the information. Can I just get a reference number from you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you're welcome. We do not provide reference numbers. You can use my name and today's date. My last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And alright perfect thank you so much I enjoy you have a great day.
[AGENT][POSITIVE] You as well, [PII], thank you for calling APL thank you bye.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.