AccountId: 011433970860
ContactId: dfa3053f-0d85-488f-8944-8540e6e91223
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174080 ms
Total Talk Time (AGENT): 40925 ms
Total Talk Time (CUSTOMER): 56063 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/dfa3053f-0d85-488f-8944-8540e6e91223_20250616T19:09_UTC.wav
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[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] How can I help you? Yes, I can hear. Can you hear me?
[CUSTOMER][POSITIVE] Uh yeah, thank you.
[AGENT][POSITIVE] How can I help you today?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK. Uh, actually, uh, I'm Li[PII]alling from the provider's office looking for the patient's eligibility.
[AGENT][NEUTRAL] Hey Li[PII]I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh, sure. That's 20[PII].
[CUSTOMER][NEUTRAL] With extension 56[PII].
[AGENT][NEUTRAL] Policy number for the patient?
[CUSTOMER][NEUTRAL] That is 1230494.
[AGENT][NEUTRAL] The patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is Sc[PII]nd the date of birth 3-[PII].
[AGENT][NEUTRAL] Uh, it looks like the policy terminated 71[PII].
[CUSTOMER][NEUTRAL] Uh, OK. The policy was term on 71[PII]right?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK. And do you have any other insurance details on file?
[AGENT][NEUTRAL] I don't, I don't show any other coverage.
[CUSTOMER][POSITIVE] OK. Thank you so much. And can you also provide me the effective date?
[AGENT][NEUTRAL] Back to date
[AGENT][NEUTRAL] 11[PII].
[CUSTOMER][NEUTRAL] Uh, sorry, 10[PII].
[AGENT][NEUTRAL] 11[PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for that information. Can you spell out your name, please?
[AGENT][NEUTRAL] St[PII]it's SE[PII].
[AGENT][NEUTRAL] C [PII].
[CUSTOMER][POSITIVE] [PII]K, thank you so much. And the call reference number for this one?
[AGENT][NEUTRAL] That's my name in today's date.
[CUSTOMER][NEUTRAL] OK. Can you please uh spell out your name again? Sorry about that.
[AGENT][NEUTRAL] S [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. OK, thank you so much for helping me today. Have a great day.
[AGENT][POSITIVE] Thank you for calling ATL. You as well. Bye-bye.