AccountId: 011433970860
ContactId: 893ad573-2515-40d6-9281-a33b6a492741
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92459 ms
Total Talk Time (AGENT): 48442 ms
Total Talk Time (CUSTOMER): 33501 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/893ad573-2515-40d6-9281-a33b6a492741_20250107T14:40_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I wanted to check an eligibility of a patient and see if I could get a fax back.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with the fax back. Um, first, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 2309666.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, that [PII], [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on the policy was [PII] and the policy is still active. And what's your fax number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so that's attention to code [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Well, you should receive the fax back in about 10 minutes. I just sent it. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thanks.