AccountId: 011433970860
ContactId: bd9ba7a5-5fb5-4999-b654-35c51a32f140
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129720 ms
Total Talk Time (AGENT): 19930 ms
Total Talk Time (CUSTOMER): 41643 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/bd9ba7a5-5fb5-4999-b654-35c51a32f140_20250103T19:36_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I work with Envision Health Services, and I just needed to verify a person's eligibility.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 634-119-566
[AGENT][NEUTRAL] Is that a social?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] That's not one of our policy numbers and that's not coming up as a social either um do you.
[CUSTOMER][NEUTRAL] See if I have a social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I have a socialist's different.
[AGENT][NEUTRAL] OK, what's the social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] Oh, that is no, that's the wrong patient, so I have somebody else, never mind, I don't have the social.
[CUSTOMER][NEUTRAL] See if I can get it.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I have the social