AccountId: 011433970860
ContactId: ca7adda2-0f79-452a-8ac4-dde98c8600cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89680 ms
Total Talk Time (AGENT): 36570 ms
Total Talk Time (CUSTOMER): 34559 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/ca7adda2-0f79-452a-8ac4-dde98c8600cf_20250106T14:19_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] and I was calling to check eligibility.
[AGENT][NEUTRAL] I can help with eligibility, [PII]. What is that policy number, please?
[CUSTOMER][NEUTRAL] Uh yes ma'am, one second.
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEGATIVE] No, that's fine. My computer is kind of slow too. It doesn't really want to do anything today.
[CUSTOMER][NEUTRAL] OK, so for the policy number I have 608-026.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. I do need a callback number, please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you. Um, now you mentioned the eligibility. It went into effect on [PII], and it's still, [PII] still is active. Now, is there anything else at all, [PII], that I can tell you about the policy besides just the eligibility?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No ma'am, I just see that though she had active dental.
[AGENT][POSITIVE] Uh yes, yes, she does. It is active.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting AT have a good.