AccountId: 011433970860
ContactId: 96c6dd10-101c-4f67-9fd1-e7dadec9ec8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96000 ms
Total Talk Time (AGENT): 37427 ms
Total Talk Time (CUSTOMER): 27639 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/96c6dd10-101c-4f67-9fd1-e7dadec9ec8a_20250519T19:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just need to verify eligibility on a patient.
[AGENT][POSITIVE] Sure, I can help you with eligibility. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and phone number is [PII].
[AGENT][POSITIVE] Thank you so much. And the policy number?
[CUSTOMER][NEUTRAL] It is 1,341,910.
[AGENT][NEUTRAL] Alright, let me look that up for you real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] I am showing that this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Alright, and is there a reference number for our call?
[AGENT][NEUTRAL] No, but you can use my name and last initial in today's date. So [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Right. Thank you so much, [PII], and you have a great day. Thank you for calling APL.
[CUSTOMER][POSITIVE] All right thanks bye.
[AGENT][NEUTRAL] Bye.