AccountId: 011433970860
ContactId: d6d7cc6e-b0fc-42e3-b5fe-30cf169b09d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122120 ms
Total Talk Time (AGENT): 48300 ms
Total Talk Time (CUSTOMER): 48220 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/d6d7cc6e-b0fc-42e3-b5fe-30cf169b09d6_20250402T19:46_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling to check if um patients coverage is active.
[AGENT][NEUTRAL] OK, may I have your name? How can I help you?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] Thank you [PII] and your call back number as well?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you very much and what is the policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 01912895 M as in Mary, L as in lion 8.
[AGENT][POSITIVE] Thank you very much. One moment please.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. You're calling to check eligibility. Give me one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this particular policy shows it termed as of [PII], and if you would, [PII], just bear with me, let me check to see if there is an active policy for the member please. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And my apologies, I do not show an active policy for the member.
[CUSTOMER][NEUTRAL] OK, so [PII], it terminated?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] First, OK, [PII]. Got it. OK. OK, so I will.
[CUSTOMER][NEUTRAL] Put that in um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is there a reference number to our call?
[AGENT][NEUTRAL] We do not use reference numbers. You can use my name in today's date, and the last initial is [PII] First name is [PII].
[CUSTOMER][POSITIVE] OK, thank you, [PII]. Have a great day.
[AGENT][POSITIVE] You as well, [PII], and thank you for calling APL and take care.
[CUSTOMER][POSITIVE] Mm bye-bye. You too.