AccountId: 011433970860
ContactId: c0cf46a1-0293-4951-bc97-36f0e592d2ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82959 ms
Total Talk Time (AGENT): 40618 ms
Total Talk Time (CUSTOMER): 31508 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/c0cf46a1-0293-4951-bc97-36f0e592d2ed_20250604T19:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was just calling to verify my patient's eligibility.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. uh, what was your name please?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII] no extension.
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, um, 02153329.
[AGENT][NEUTRAL] Alright, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And if you'd like I can send you a fax back that shows all of the covered procedures and uh benefit information.
[CUSTOMER][NEUTRAL] That's OK. um, I'm pretty sure I have it if it's still pretty much the same, um, I just need to make sure he was still active.
[AGENT][NEUTRAL] Oh, OK, yeah.
[AGENT][NEUTRAL] Of course, was was there anything else I can help you with?
[CUSTOMER][POSITIVE] That was it thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.