AccountId: 011433970860
ContactId: ad8f6f0b-2d8b-4974-8e7e-d81c603bbbe6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98660 ms
Total Talk Time (AGENT): 43103 ms
Total Talk Time (CUSTOMER): 59599 ms
Interruptions: 3
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/ad8f6f0b-2d8b-4974-8e7e-d81c603bbbe6_20250422T16:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. I'm calling from Doctor [PII]'s office. I need to verify eligibility, and I need a mailing address, please.
[AGENT][POSITIVE] All right. I'm happy to check on eligibility today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] It is 754-737.
[AGENT][POSITIVE] Thank you. And do you have a good callback number, darling?
[CUSTOMER][NEUTRAL] Get
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] You have to look they might have everything out there.
[CUSTOMER][NEUTRAL] OK then I.
[AGENT][NEUTRAL] And our our claims mailing address, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Yes please, yes ma'am, I have a claim that I mailed and it came back and told me it was the wrong address so let me verify that address.
[AGENT][NEUTRAL] OK, yeah, it's [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and that number, the zip code I mean.
[AGENT][NEUTRAL] And zip code
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] OK, so [PII]. OK, very good. Alright, I had to the wrong address on there then. Alright, thank you so much. I'll get that I'll email that. I appreciate your help. Thank you. Bye bye.
[AGENT][POSITIVE] Mhm. Correct, yes ma'am.
[AGENT][POSITIVE] You're welcome. Uh huh bye bye.