AccountId: 011433970860
ContactId: 83271078-c868-4d95-aac8-05d0c1e0b729
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78779 ms
Total Talk Time (AGENT): 30768 ms
Total Talk Time (CUSTOMER): 36748 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/83271078-c868-4d95-aac8-05d0c1e0b729_20250527T21:33_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] certain things.
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII] with the Kadi and practitioners. I was calling to verify eligibility for a mutual patient.
[AGENT][NEUTRAL] I can help with certainly I can help with eligibility. Alright, what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] I have 2587817.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII], that's [PII] A. Date of birth [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now, is there anything else that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Just, just the uh eligibility.
[CUSTOMER][NEUTRAL] No, ma'am. I just needed to know if it was active or not.
[AGENT][NEUTRAL] It certainly is.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Mhm. Well, thank you for contacting ATL. Have a good day.