AccountId: 011433970860
ContactId: a16c7312-0835-440f-9f83-228483ce1000
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116550 ms
Total Talk Time (AGENT): 52698 ms
Total Talk Time (CUSTOMER): 30592 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/a16c7312-0835-440f-9f83-228483ce1000_20250609T16:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm needing to get eligibility and benefits for one of my patients, please.
[AGENT][POSITIVE] Sure, I can take those benefits for you. Uh, what was your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] I have 69.
[CUSTOMER][NEUTRAL] 7976.
[AGENT][NEUTRAL] OK. And then uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] It is [PII] in [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active, effective date was [PII], and if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, I will go ahead and get that sent now. I should get it within about 10 minutes or so. Uh, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for the [PII]. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.