AccountId: 011433970860
ContactId: 9f083f65-f82d-47b5-a342-d8d703fbb57f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109220 ms
Total Talk Time (AGENT): 42129 ms
Total Talk Time (CUSTOMER): 53593 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/9f083f65-f82d-47b5-a342-d8d703fbb57f_20250512T14:20_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL.
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Carolina Women's Physicians um to verify eligibility of a patient.
[AGENT][NEUTRAL] OK Miss [PII], may I please get your call back number just in case the call is dropped.
[CUSTOMER][NEUTRAL] Yes ma'am [PII].
[CUSTOMER][NEUTRAL] And I am at [PII] [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is the um patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] First name is [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] And her.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Policy number is 025079990.
[CUSTOMER][NEUTRAL] Or her medical ID number, do you need that?
[AGENT][POSITIVE] Uh, I think the number that you gave gave me is a good one. Let me look it up real quick. Yes, it is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and this is um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Active policy and her effective date of the policy is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much that's all I need.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful week and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You take care Miss [PII].
[CUSTOMER][POSITIVE] Thank you have a great day you too thank you bye.
[AGENT][NEUTRAL] You too bye bye.