AccountId: 011433970860
ContactId: b3b9fb3d-32ea-4386-aa86-5c16585e50dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87860 ms
Total Talk Time (AGENT): 35850 ms
Total Talk Time (CUSTOMER): 29182 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/b3b9fb3d-32ea-4386-aa86-5c16585e50dc_20250611T15:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need to verify eligibility for 2 separate members.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] 02296303
[AGENT][NEUTRAL] Thank you. And then if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient is [PII], um 10-1488.
[AGENT][NEUTRAL] Thank you. And are you looking for medical or dental coverage?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK. [PII]'s active effective date on here is [PII].
[CUSTOMER][NEUTRAL] Is that group still the 14536?
[AGENT][NEUTRAL] Yes, it is. Uh-huh.
[CUSTOMER][POSITIVE] OK perfect that's all I needed for her.
[AGENT][NEUTRAL] OK, and then we have another policy number.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, next one.
[CUSTOMER][NEUTRAL] 02365850
[AGENT][NEUTRAL] Name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date on this is [PII], excuse me, [PII].
[CUSTOMER][POSITIVE] Perfect, that is all that I needed.
[AGENT][POSITIVE] All right. You have a good rest of your day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Bye bye.