AccountId: 011433970860
ContactId: cce84a3c-40f9-4e56-a11f-7c68ee65396f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90199 ms
Total Talk Time (AGENT): 42696 ms
Total Talk Time (CUSTOMER): 43659 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/cce84a3c-40f9-4e56-a11f-7c68ee65396f_20250226T16:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi there. This is [PII] with Centerra Martha Jefferson Centralized registration department calling regarding a mutual patient um verifying eligibility.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number is 02287986.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][POSITIVE] Perfect. And your name again?
[AGENT][NEUTRAL] Uh, my name is [PII], last initial [PII] and Ms. [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, that is gonna be it. Is the reference number your name in today's date?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name at today's date.
[CUSTOMER][POSITIVE] Awesome, thank you so very much, [PII]. I hope you have a wonderful remainder of your day. Take care.
[AGENT][POSITIVE] Uh, you too, Ms. [PII], [PII]. Thank you for calling ATL. Have a great day.
[CUSTOMER][POSITIVE] You're fine. Thanks. Take care. You too. Bye-bye.
[AGENT][NEUTRAL] Bye.