AccountId: 011433970860
ContactId: c322e662-8570-4567-8a16-be3251282f3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87480 ms
Total Talk Time (AGENT): 37067 ms
Total Talk Time (CUSTOMER): 32631 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/c322e662-8570-4567-8a16-be3251282f3f_20250401T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Jenny Stewart Gastroenterology trying to verify benefits.
[AGENT][POSITIVE] All right, [PII], I'm happy to.
[CUSTOMER][NEUTRAL] Eligibility eligibility, I'm sorry.
[AGENT][NEUTRAL] That's OK. Happy to check eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, policy number is 0256.
[CUSTOMER][NEUTRAL] 4663.
[AGENT][NEUTRAL] Alright, let me pull that up here and then [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth, uh [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date on the policy is [PII].
[CUSTOMER][NEUTRAL] OK, and do you have a reference number or?
[AGENT][NEUTRAL] Yeah, absolutely. Call references my name with my last initial than today's date. My name is [PII].
[CUSTOMER][POSITIVE] OK thank you have a great day.
[AGENT][NEUTRAL] You too. Bye bye, [PII].