AccountId: 011433970860
ContactId: a3dab7ae-c511-4bae-880f-01723503ce6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130610 ms
Total Talk Time (AGENT): 40721 ms
Total Talk Time (CUSTOMER): 30327 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/a3dab7ae-c511-4bae-880f-01723503ce6c_20250618T21:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII]. I'm calling with Warshoe Pediatrics. I need to verify eligibility on a member.
[AGENT][NEUTRAL] Yeah, I can help you with eligibility. Um, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 01835839.
[AGENT][NEUTRAL] OK give me just a second.
[AGENT][NEUTRAL] Can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] OK, I'm showing this policy had an effective date of [PII].
[AGENT][NEUTRAL] And the policy lapsed or the policy turned on [PII], and they don't have any of their active policies with us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, that is all that I need. Do you provide call reference numbers?
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial in today's date, so [PII] and then today's date.
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][POSITIVE] Thank you for calling ATL. Have a great day.
[CUSTOMER][NEUTRAL] You