AccountId: 011433970860
ContactId: c65f94a7-e2a6-454b-ac41-26078b755f6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87250 ms
Total Talk Time (AGENT): 40116 ms
Total Talk Time (CUSTOMER): 34781 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/c65f94a7-e2a6-454b-ac41-26078b755f6a_20250424T20:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need, this is [PII] from Doctor [PII]'s office. I need help verifying a patient's insurance.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So I can check that eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, what was that area code, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, 00608961.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and if you'd like, I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] No, it's OK thank you.
[AGENT][NEUTRAL] Sure, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.