AccountId: 011433970860
ContactId: adb40b82-5554-4494-a75c-dea381b4cc99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57340 ms
Total Talk Time (AGENT): 28212 ms
Total Talk Time (CUSTOMER): 24083 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/adb40b82-5554-4494-a75c-dea381b4cc99_20250102T21:35_UTC.wav
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[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling to verify eligibility and benefit coverage for a patient for a DME purchase.
[AGENT][POSITIVE] OK, perfect. I'd love to help you with that Ms. [PII]. Do you have that policy number handy?
[CUSTOMER][NEUTRAL] Uh yes it is.
[CUSTOMER][NEUTRAL] 0229.
[CUSTOMER][NEUTRAL] 563 5.
[AGENT][NEUTRAL] And your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][MIXED] Wonderful. All right, it looks like unfortunately, [PII] no longer has coverage with us. It looks like her policy lapsed [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] Hey, my pleasure thank you for calling ATL though, and I hope you have a wonderful day and a happy new year.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thanks. Bye bye.