AccountId: 011433970860
ContactId: a518ea77-7cc8-425a-a872-56809af5b246
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93839 ms
Total Talk Time (AGENT): 25840 ms
Total Talk Time (CUSTOMER): 39155 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/a518ea77-7cc8-425a-a872-56809af5b246_20250129T17:17_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Doctor's Hospital. I need to verify benefits for a patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I have a 60801.
[AGENT][NEUTRAL] That's our payer ID. Do you have a social?
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] Oh, do you have an address?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The address I have [PII].
[AGENT][NEUTRAL] OK, and we don't have anyone in our system with that name and address.
[AGENT][NEUTRAL] So I would need the social.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Or the policy number to search.
[CUSTOMER][NEUTRAL] OK. Give me one second. Let me see. Let me call the patient and I'll give you guys a call back. Thank you.
[AGENT][POSITIVE] Mm thank you for calling ATL. You have a good day.
[CUSTOMER][NEUTRAL] Alright bye bye.