AccountId: 011433970860
ContactId: cbe8fd17-1cd1-42eb-8385-9ccf464e97c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82019 ms
Total Talk Time (AGENT): 34364 ms
Total Talk Time (CUSTOMER): 29079 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/cbe8fd17-1cd1-42eb-8385-9ccf464e97c6_20250605T20:06_UTC.wav
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[AGENT][NEUTRAL] For contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the. Can you hear me?
[AGENT][POSITIVE] Good afternoon. Thanks
[AGENT][NEUTRAL] She yes
[AGENT][NEUTRAL] Yes, I can hear you. Um, how may I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from the provider's office to verify patient eligibility. Could you please help me?
[AGENT][NEUTRAL] Yes, [PII], I can certainly help with eligibility. What is that policy number, please?
[CUSTOMER][NEUTRAL] It is 01960604.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Is there anything else besides the eligibility that I may help with?
[CUSTOMER][NEUTRAL] OK, one moment. The effective it is [PII] and the member is still active, right?
[AGENT][POSITIVE] That is right.
[CUSTOMER][POSITIVE] Thank you. And could you please spell your name?
[AGENT][NEUTRAL] Yes, it's [PII] and the first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Thank you, ma'am. Have a great day.
[AGENT][POSITIVE] OK, well, thank you for contacting ATL. Have a good day.