AccountId: 011433970860
ContactId: aa47eb69-96cb-4b0d-8ea5-0fa4ccf16b3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83370 ms
Total Talk Time (AGENT): 44526 ms
Total Talk Time (CUSTOMER): 23773 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/aa47eb69-96cb-4b0d-8ea5-0fa4ccf16b3f_20250521T18:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need to check eligibility for a patient.
[AGENT][NEUTRAL] OK, I could check eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 788-890.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Alright, name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy, I'm showing it terminated [PII]. Um, if you'll give me one moment, I'll see if she has one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, she does not. This was the only policy this number had with us.
[CUSTOMER][NEUTRAL] OK, um, do you have a call reference number?
[AGENT][NEUTRAL] It would be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] Alright, yep, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] Me too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.