AccountId: 011433970860
ContactId: 82c8165b-59a5-4db2-a8e2-030b7d561def
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107779 ms
Total Talk Time (AGENT): 46051 ms
Total Talk Time (CUSTOMER): 33772 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/82c8165b-59a5-4db2-a8e2-030b7d561def_20250310T17:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just calling, I'm calling from provider's office. I'm calling for some eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII].
[AGENT][NEUTRAL] And then what is the name of the facility calling from?
[CUSTOMER][NEUTRAL] Primacare PC.
[AGENT][NEUTRAL] OK, and can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[CUSTOMER][NEUTRAL] Policy number is 04 I'm sorry 02419298.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Oh, OK, I do show that this policy for [PII] is no longer active. The policy lapsed on [PII].
[AGENT][NEUTRAL] And we do not have any active policies on file for Cabin.
[CUSTOMER][NEUTRAL] OK, and can I just get your name?
[AGENT][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][POSITIVE] All right great OK alright not a problem that's all I needed thank you very much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye