AccountId: 011433970860
ContactId: 963bc2b0-aa4b-4948-83f6-2f2b49972260
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 60240 ms
Total Talk Time (AGENT): 29860 ms
Total Talk Time (CUSTOMER): 23709 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/963bc2b0-aa4b-4948-83f6-2f2b49972260_20250210T14:04_UTC.wav
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[AGENT][NEUTRAL] Contacting HTL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was just needing to verify eligibility for a patient.
[AGENT][NEUTRAL] I can help with eligibility. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02069892
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] I do appreciate that. Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Um, the secondary gap insurance went into effect on [PII] and it is active. Is there anything else about [PII]'s policy I can tell you about, or did you just want to know about the eligibility?
[CUSTOMER][NEUTRAL] Um, no, just the eligibility, thank you.
[AGENT][POSITIVE] OK, well, there's nothing else I can help with and thank you for contacting ATL. You have a very good day, [PII].