AccountId: 011433970860
ContactId: 922f0ff4-4a8b-46be-bfd0-e62b8dad4d0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 61400 ms
Total Talk Time (AGENT): 32773 ms
Total Talk Time (CUSTOMER): 25070 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/922f0ff4-4a8b-46be-bfd0-e62b8dad4d0c_20250326T13:10_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was trying to verify um eligibility for a patient.
[AGENT][POSITIVE] I can certainly help with that eligility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] Uh, this is [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] It is 1456242.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, it is [PII] [PII].
[AGENT][POSITIVE] I appreciate that. Um, while I'm looking that up, if I could just have a callback number please in the event we're disconnected.
[CUSTOMER][NEUTRAL] Yeah. It's [PII].
[AGENT][NEUTRAL] Thank you. Uh, the policy went into effect on [PII]. Uh, [PII] is active. Now, is there anything else at all that I can tell you about the secondary gap insurance besides just the eligibility?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well, [PII], thank you for contacting ATL. You have a very good day. Thank you for calling us.
[CUSTOMER][POSITIVE] Thank you so much.