AccountId: 011433970860
ContactId: dd695dc8-7af6-48c2-9472-670871c9bba2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84050 ms
Total Talk Time (AGENT): 46179 ms
Total Talk Time (CUSTOMER): 20505 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/dd695dc8-7af6-48c2-9472-670871c9bba2_20250131T16:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] This is [PII] with Ortho Central. I need to check eligibility on a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01792101 for [PII] has.
[AGENT][NEUTRAL] OK, what's her date of birth, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. All right, and you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] OK, reference number for our call.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, the spelling of your name, please.
[AGENT][NEUTRAL] Sure. That's [PII], last initial [PII].
[CUSTOMER][POSITIVE] Awesome, thank you very much. Have a great day.
[AGENT][POSITIVE] You as well and thank you for calling APL. Have a good day, Mrs. [PII]. Bye bye.