AccountId: 011433970860
ContactId: b9912b06-f40e-4c65-8d0e-54d4cb1761dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73440 ms
Total Talk Time (AGENT): 26389 ms
Total Talk Time (CUSTOMER): 42597 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/b9912b06-f40e-4c65-8d0e-54d4cb1761dc_20250311T13:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh hi, my name is [PII]. I'm calling from Henry Ford Family Medicine office. I'm calling to verify eligibility on a patient, please.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, my phone number it's [PII] and the number [PII].
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh dependent [PII] Date of birth [PII].
[CUSTOMER][NEGATIVE] Just shocking when you walk in.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for verifying that information and you said that you're wanting to verify the effective date?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alright, I have that information for you. I'm showing an effective date of [PII]. Uh, this policy is active at this time, and did you have any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's all I needed to do is verify eligibility. Thank you so much have a great day.
[AGENT][POSITIVE] Oh you're welcome, [PII]. Thanks for calling ATL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.