AccountId: 011433970860
ContactId: 848c71a5-e1bd-4ed0-8930-6a104d29adf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140470 ms
Total Talk Time (AGENT): 51331 ms
Total Talk Time (CUSTOMER): 52752 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/848c71a5-e1bd-4ed0-8930-6a104d29adf3_20250423T20:27_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from products office checking on the eligibility for the patient.
[AGENT][NEUTRAL] OK, at least I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you and you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes. The policy number is
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 678841
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient's first name is [PII] and the last name is [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] Did you say eligibility or claim status?
[CUSTOMER][NEUTRAL] I need eligibility.
[AGENT][NEUTRAL] Uh, it looks like the policy is effective [PII], and it is currently active.
[CUSTOMER][NEUTRAL] [PII]. OK, thank you. And can you please provide me the claim mailing address and the payer ID?
[AGENT][NEUTRAL] The claims mailing address is [PII].
[AGENT][NEUTRAL] It's [PII], [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] 001. Thank you. And can you please provide me the card reference number?
[AGENT][NEUTRAL] That's just my name and today's date. [PII], first [PII] name, [PII], today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm so sorry. I just missed your name. Can you please spell out your name for me?
[AGENT][NEUTRAL] Yes, it's [PII]. It's [PII]
[CUSTOMER][POSITIVE] Yeah, thank you, thank you, [PII]. Thank you for assisting me. Have a good day. Bye-bye.
[AGENT][POSITIVE] OK, thank you for calling APLU as well.