AccountId: 011433970860
ContactId: d652a465-cc5e-4ede-a051-87c215f05444
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116220 ms
Total Talk Time (AGENT): 44199 ms
Total Talk Time (CUSTOMER): 51623 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/d652a465-cc5e-4ede-a051-87c215f05444_20250422T13:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify a patient's eligibility.
[AGENT][NEUTRAL] Yeah, of course, I can help you with eligibility today. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 01843884 ML8.
[AGENT][NEUTRAL] OK, and then can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and my callback number is gonna be [PII].
[AGENT][POSITIVE] OK, perfect. Thank you, [PII].
[AGENT][NEUTRAL] And then the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's gonna be [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and it looks like the policy is currently active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mhm OK perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][POSITIVE] Perfect and what's your um.
[CUSTOMER][NEUTRAL] Your last name's initial?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] perfect and is there a reference number for this call?
[AGENT][NEUTRAL] Yes, so it would be my first name and it's spelled [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then my last initial age and then today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect thank you so much have a great day.
[AGENT][NEUTRAL] Yeah, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, this is all set.
[AGENT][POSITIVE] Oh, OK. All right, sounds good. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No problem you too bye bye.
[AGENT][NEUTRAL] OK, bye.