AccountId: 011433970860
ContactId: a1f35630-a249-458c-8165-da972e1cbbb9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71900 ms
Total Talk Time (AGENT): 37479 ms
Total Talk Time (CUSTOMER): 22211 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/a1f35630-a249-458c-8165-da972e1cbbb9_20250523T13:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just need to see um if the patient has active coverage.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected in your name.
[CUSTOMER][NEUTRAL] Uh, [PII]'s [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 02579321
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of clients. Um, the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][POSITIVE] Perfect. OK, that's all I need. Thank you.
[AGENT][POSITIVE] OK. Well, I thank you for calling ATL. Since there isn't anything else I can assist you with, you have a great weekend. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you