AccountId: 011433970860
ContactId: 90371888-44f1-4d6f-a675-6697630ecb69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150250 ms
Total Talk Time (AGENT): 52623 ms
Total Talk Time (CUSTOMER): 48532 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/90371888-44f1-4d6f-a675-6697630ecb69_20250207T14:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify, um, eligibility and benefits for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected and where are you calling from, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. I'm calling from South Lake OBGYN.
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be F as in Frank 01846042.
[AGENT][NEUTRAL] Um, do you have the copy of the card, Miss [PII]?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, and the number is not ours. Um, do you have any other information besides that number?
[CUSTOMER][NEUTRAL] Can I give you her first and last name and date of birth?
[AGENT][NEUTRAL] OK, yeah, go ahead with the spelling of the last name.
[CUSTOMER][NEUTRAL] The Last name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The first name is [PII]
[AGENT][POSITIVE] OK, thank you. Let me see if I can find.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK one more time.
[AGENT][NEUTRAL] I don't have a [PII] in our system.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEGATIVE] Mm mm, no.
[CUSTOMER][POSITIVE] OK, um, then I'll give a call to the patient. Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] OK, thank you for calling APR. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.