AccountId: 011433970860
ContactId: 8219eab1-38ac-4c40-b2b6-0834e0c707d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92500 ms
Total Talk Time (AGENT): 44788 ms
Total Talk Time (CUSTOMER): 33501 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/8219eab1-38ac-4c40-b2b6-0834e0c707d4_20250130T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling from Las Vegas Gastroenterology. I just wanted to check all the benefits for a patient.
[AGENT][NEUTRAL] Alright, I'm happy to check on benefits and eligibility. What is the uh policy number?
[CUSTOMER][NEUTRAL] You'll need to turn on location services for that. First you have to tell me where you.
[CUSTOMER][NEUTRAL] Um, policy number.
[CUSTOMER][NEUTRAL] 02496274
[AGENT][POSITIVE] Thank you for that. Let me pull this up here.
[AGENT][NEUTRAL] And can I get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][NEUTRAL] Thank you for that. Patient plan is active. The effective date is [PII]. We are the secondary insurance, so this will cover deductible, co-pay, and co-insurance of primary does not.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Perfect. Thank you so much for that. Um, may I just get your name again and a reference number, please?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with my last initial in today's date. My name is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] Awesome thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.