AccountId: 011433970860
ContactId: 8c1789d9-6bc0-46ca-bef5-d096015ae268
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112819 ms
Total Talk Time (AGENT): 64051 ms
Total Talk Time (CUSTOMER): 31922 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/8c1789d9-6bc0-46ca-bef5-d096015ae268_20250610T13:45_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII], and I'm calling from a provider's office to check eligibility on a patient.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] that's [PII] and it's direct.
[AGENT][NEUTRAL] Thank you, Miss [PII]. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have 01653564.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII]. Uh, date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Miss [PII]. OK, you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] OK, and what is your mailing address?
[AGENT][NEUTRAL] The address is to make claims is [PII]. The zip code is [PII].
[CUSTOMER][NEUTRAL] OK great and what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK, and do you have a reference number?
[AGENT][NEUTRAL] We don't have reference numbers, Miss [PII]. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK great well thank you for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.