AccountId: 011433970860
ContactId: b67631ed-d55a-4075-bc06-733073650dc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87760 ms
Total Talk Time (AGENT): 39321 ms
Total Talk Time (CUSTOMER): 36132 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/b67631ed-d55a-4075-bc06-733073650dc8_20250224T20:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling to verify eligibility today for a patient.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely my direct line is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. I have 01625343MLA.
[AGENT][NEUTRAL] Got it, thank you. And then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Her name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy actually terminated [PII]. Uh, if you'll give me one moment, I'll see if they have one that's active. It might be a different policy number.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] OK, so this was the only policy they had with us.
[CUSTOMER][POSITIVE] OK perfect so I can go ahead and document that. [PII], thank you so much for your time today. Can I also take the first initial
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Of course. Was there anything else?
[CUSTOMER][NEUTRAL] Just to document?
[AGENT][NEUTRAL] Yeah, last initial is A. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] No, not today. I appreciate it.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.