AccountId: 011433970860
ContactId: 8f046d31-03be-4274-8e9b-32a7db35f1a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156740 ms
Total Talk Time (AGENT): 57664 ms
Total Talk Time (CUSTOMER): 63079 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/8f046d31-03be-4274-8e9b-32a7db35f1a4_20250109T17:31_UTC.wav
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[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII] and I'm calling from Quincy Medical Group. I'm just trying to get eligibility on a patient today.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with eligibility. Can you please give me your callback number just in case the call gets dropped?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Extension [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, it looks like [PII]
[AGENT][NEUTRAL] OK. What's [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] He does go by [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Uh huh, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I should have said that.
[CUSTOMER][NEUTRAL] Uh, please.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what's [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] Uh-huh, 02300225.
[AGENT][POSITIVE] OK, let me pull that policy in for us so we can get the eligibility for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, he does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. OK, we're gonna go ahead and update that then for Mr. [PII] and um my next question is, do you have a phone reference for this call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Well, thank you so much for your help, [PII].
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Nope, that was it. I just needed to make sure his coverage was still active.
[AGENT][POSITIVE] OK thank you I appreciate it, Ms. [PII] you have a great day today.
[AGENT][POSITIVE] Thanks for calling APL.
[CUSTOMER][NEUTRAL] You do the same.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.
[AGENT][POSITIVE] Thank you, ma'am. Hmm.