AccountId: 011433970860
ContactId: b3563a05-e2df-4bb4-9df3-026303bbbf2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112139 ms
Total Talk Time (AGENT): 47111 ms
Total Talk Time (CUSTOMER): 34799 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/b3563a05-e2df-4bb4-9df3-026303bbbf2a_20241231T21:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office. I call and check on eligibility information only.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. And may I have your name one more time?
[CUSTOMER][NEUTRAL] Sure, [PII]
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh huh. My number is [PII].
[AGENT][NEUTRAL] Thank you. And what's the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah I have uh 02073688.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Sure, first name is uh [PII] and last name is [PII] and date of birth is uh [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Let let me check and see if I have any policy one moment.
[AGENT][NEUTRAL] OK, um, so this particular policy was effective [PII] and it terminated on [PII], and there's no other policies available.
[CUSTOMER][NEUTRAL] OK, thank you. Can you please spell out your name for me?
[AGENT][NEUTRAL] My name is [PII]. That's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] OK, may I know the call reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's name.
[CUSTOMER][POSITIVE] OK, thank you so much. Have a wonderful day. Take care.
[AGENT][POSITIVE] You're welcome, Mr. [PII] and thank you for calling ATL. Thank you. Bye-bye.