AccountId: 011433970860
ContactId: c492664e-9cd3-4a3b-9963-a70eeddf5afe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57419 ms
Total Talk Time (AGENT): 27547 ms
Total Talk Time (CUSTOMER): 22259 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/2025/01/03/c492664e-9cd3-4a3b-9963-a70eeddf5afe_20250103T21:17_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am calling just to see if the patient is active with their coverage this year, [PII], please.
[AGENT][NEUTRAL] Yes, I can help with eligibility. And with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from the doctor's office.
[AGENT][NEUTRAL] Thank you, [PII]. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] I have 02292666.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, and I just need a callback number please, ma'am, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Of course [PII].
[AGENT][NEUTRAL] Thank you. Now, [PII]'s policy went into effect on [PII]. It is still active. Is there anything else at all I can tell you about the policy besides eligibility?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, thanks for contacting APL. Have a good day.