AccountId: 011433970860
ContactId: b488bd56-aa92-4a3c-8ddd-21740acffed8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93379 ms
Total Talk Time (AGENT): 44370 ms
Total Talk Time (CUSTOMER): 29580 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/b488bd56-aa92-4a3c-8ddd-21740acffed8_20250509T13:33_UTC.wav
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[AGENT][NEUTRAL] For contacting. My name is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I needed to verify eligibility for patient.
[AGENT][NEUTRAL] I can help you eligibility. What is that policy number, please?
[CUSTOMER][NEUTRAL] I'm sorry, you sound very muffled.
[AGENT][NEUTRAL] OK, um, my name is [PII]. I'm with ATL. I can help with eligibility and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] I'm calling from Doctor's Hospital. My first name is [PII], initial [PII]
[AGENT][NEUTRAL] [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Do you have the policy number there with you? It may begin with a 01 or 02.
[CUSTOMER][NEUTRAL] Yes, 02559099M17.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. While I'm looking that up, if I can have a callback number please in the event we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Her policy went into effect on [PII]. It is active. Is there anything else that I can give you besides eligibility?
[CUSTOMER][NEUTRAL] No, I'll just need a reference number for the call.
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII], and we'll use this in today's date as our reference.
[CUSTOMER][POSITIVE] Perfect perfect thank you have a good day.
[AGENT][POSITIVE] OK, thank you for contacting ATO have a very good day.