AccountId: 011433970860
ContactId: d672f4b3-e6d9-4501-88de-aac7376b83b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69080 ms
Total Talk Time (AGENT): 35000 ms
Total Talk Time (CUSTOMER): 30338 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/d672f4b3-e6d9-4501-88de-aac7376b83b1_20250217T15:32_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, um, I'm calling to find out if a patient is active with this insurance, please.
[AGENT][NEUTRAL] I can help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Well, thank you. What is that policy number we're looking at today?
[CUSTOMER][NEUTRAL] Yes, um, 01893418 ML 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][POSITIVE] I do appreciate that. I do need a callback number, please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now, is there anything else about this policy that I can help with?
[CUSTOMER][NEUTRAL] Um, no, you said [PII]?
[AGENT][POSITIVE] That's correct, yes, and it is still active.
[CUSTOMER][NEUTRAL] OK and your name?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][POSITIVE] OK, well thank you for contacting ATL. You have a very good day for.