AccountId: 011433970860
ContactId: d0094dc0-b752-44fd-a434-76f37f6037c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115940 ms
Total Talk Time (AGENT): 50922 ms
Total Talk Time (CUSTOMER): 47619 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/d0094dc0-b752-44fd-a434-76f37f6037c1_20250312T16:48_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Caba Medical Care. How are you today?
[AGENT][POSITIVE] I'm doing very well, Miss [PII]. How are you doing?
[CUSTOMER][NEUTRAL] I'm doing well. I have a patient that's presented a card and I wanted to verify if it was an active policy, please.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of a patient, Miss [PII]. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, it's area code [PII].
[AGENT][NEUTRAL] Thank you, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, this patient is [PII]. His date of birth is [PII].
[CUSTOMER][NEUTRAL] The policy number is 02603836.
[AGENT][NEUTRAL] OK, let me look up his policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][POSITIVE] Perfect. OK, Miss [PII], is there any way I can get a reference number from you?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect. Alright, thank you so much for your help today.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That's it you have a great afternoon.
[AGENT][POSITIVE] Uh, you too, thanks for calling HTL and you take care.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.