AccountId: 011433970860
ContactId: 991090d9-a728-4ba1-829c-b387503d11c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102720 ms
Total Talk Time (AGENT): 37967 ms
Total Talk Time (CUSTOMER): 79043 ms
Interruptions: 5
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/991090d9-a728-4ba1-829c-b387503d11c7_20250225T14:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling [PII]. speaking. May I help you?
[CUSTOMER][POSITIVE] Good morning thank you for
[CUSTOMER][NEUTRAL] Hi, this is, uh, [PII]. Uh, I was just calling to check eligibility on a patient, but I think they gave me the customer service number.
[AGENT][POSITIVE] Oh, well, I can give you eligibility, and I apologize, your name is again?
[CUSTOMER][NEUTRAL] Well, I can
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 02560613.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] And have you been?
[CUSTOMER][NEUTRAL] Yes, our phone number is [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][POSITIVE] OK thank you
[CUSTOMER][NEUTRAL] Uh, the name is [PII] and date of birth is [PII].
[CUSTOMER][NEUTRAL] It's [PII] at [PII]. I see.
[AGENT][NEUTRAL] Mm, I see a different date of birth.
[CUSTOMER][NEUTRAL] Um yes.
[CUSTOMER][NEUTRAL] Yeah, that's the, that's the one that I got down. I probably got it down wrong or something. I, I, no, he, he was, uh, he was trying to become an established patient with us we only take the, the name and date of birth and then the group number, policy number, and, you know, his phone number as well. That's the only thing we take down.
[AGENT][NEUTRAL] Uh, do you have his address to verify?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh, I'm so sorry, but I would need to verify either address or date of birth because we have a different date of birth in the system.
[CUSTOMER][POSITIVE] I'm so sorry, OK, I'll go ahead and give him a call.
[AGENT][POSITIVE] OK, uh thank you for calling ATL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.