AccountId: 011433970860
ContactId: b3bc9fdd-6d98-461f-9842-e5a6f2c55ece
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89279 ms
Total Talk Time (AGENT): 39272 ms
Total Talk Time (CUSTOMER): 32218 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/b3bc9fdd-6d98-461f-9842-e5a6f2c55ece_20250331T15:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a provider's office. I was just calling to check eligibility on a patient.
[AGENT][NEUTRAL] Sure, I can take eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, that is 025-71784.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] And then can I get your name again?
[AGENT][NEUTRAL] Sure, it's uh [PII]
[CUSTOMER][NEUTRAL] OK and then is there a reference number that I can use for this call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Well, that would be it thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling ATO have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.