AccountId: 011433970860
ContactId: 918d71a8-f7e7-4238-b42f-43396e0eb015
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109809 ms
Total Talk Time (AGENT): 42989 ms
Total Talk Time (CUSTOMER): 37410 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/2025/04/29/918d71a8-f7e7-4238-b42f-43396e0eb015_20250429T13:03_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, is it [PII]?
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] Hi, [PII], I am checking eligibility on a newborn.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Um, now I need the policy number, please.
[CUSTOMER][NEUTRAL] I have here 2508097, M as in Mary, L as in Larry, and the number 7.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient is [PII] [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Actually, I'm not showing um the baby on this policy yet.
[CUSTOMER][NEUTRAL] You're only showing [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] All righty, may I have a reference number for our call, please?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. Um my name is [PII]. It's spelled [PII] in today's date. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling ATL. Have a great rest of your day. Bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.