AccountId: 011433970860
ContactId: 811bcb6a-ea3b-405c-a6cd-c61c15c797a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 55069 ms
Total Talk Time (AGENT): 22609 ms
Total Talk Time (CUSTOMER): 21810 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/811bcb6a-ea3b-405c-a6cd-c61c15c797a1_20250122T19:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was wanting to see if a patient's insurance is active.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] It's gonna be 02565683.
[AGENT][NEUTRAL] Thank you. And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, and if the patient plan is active, the effective date on here is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.