AccountId: 011433970860
ContactId: be1306e3-72ed-45d2-b32c-54a1e501d50f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107300 ms
Total Talk Time (AGENT): 41677 ms
Total Talk Time (CUSTOMER): 52890 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/be1306e3-72ed-45d2-b32c-54a1e501d50f_20250212T15:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I'm calling from Cleveland Clearing, uh, [PII]. We have a patient who has an appointment tomorrow. I wanted to see if your policy is active still.
[AGENT][NEUTRAL] OK, I can help you with eligibility, sir. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Sure, my first name is [PII], and my last initial is [PII].
[CUSTOMER][NEUTRAL] Best a callback number is [PII].
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, [PII]?
[CUSTOMER][NEUTRAL] Patient's first name is [PII]
[CUSTOMER][NEUTRAL] And last name is [PII]
[AGENT][NEUTRAL] OK. And then what's the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what is the patient's policy number, please?
[CUSTOMER][NEUTRAL] 02280057 [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do see that is you, is that how you say it? [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, she does have an active policy and her effective date is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much, miss.
[AGENT][POSITIVE] You're very welcome. I hope you have a good rest of your day because thanks so much for calling APL.
[CUSTOMER][POSITIVE] Likewise thank you bye.
[AGENT][NEUTRAL] Bye-bye.