AccountId: 011433970860
ContactId: e1a98558-c82e-4758-991d-74bb29028a67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90900 ms
Total Talk Time (AGENT): 42367 ms
Total Talk Time (CUSTOMER): 31967 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/e1a98558-c82e-4758-991d-74bb29028a67_20250130T19:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to see if I could get a verification of benefits for a patient.
[AGENT][POSITIVE] Yeah, absolutely. Do we have a policy number?
[CUSTOMER][NEUTRAL] I do, it is 022.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 79771.
[AGENT][NEUTRAL] All right, let me pull that up here.
[AGENT][NEUTRAL] And if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][POSITIVE] Thank you so much. So patient plan is active and the effective date on this is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there like a fax back or anything?
[AGENT][POSITIVE] Yeah, absolutely. What's a fax number I can send this over to you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the end was [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, just want to make sure the phone kind of cut out there. Um, no, no worries. Should I mark it attention to anybody?
[CUSTOMER][NEGATIVE] Oh sorry.
[CUSTOMER][NEUTRAL] Um, no, that's OK.
[AGENT][NEUTRAL] Alright, so that should be there in about 5 minutes. Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you, you too.