AccountId: 011433970860
ContactId: e32e274e-8ae6-427a-9368-07e4ac810c1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91050 ms
Total Talk Time (AGENT): 38707 ms
Total Talk Time (CUSTOMER): 30979 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/e32e274e-8ae6-427a-9368-07e4ac810c1c_20250107T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm trying to verify your patient's eligibility, please.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number, [PII]?
[CUSTOMER][NEUTRAL] 02123377 ML 8.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] All right. Thank you for that information, [PII], and you're just checking the effective date and if the policy is active?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I'm showing the policy effective date is [PII].
[AGENT][NEUTRAL] And let me get the other information for you. Oh, the policy is active at this time.
[CUSTOMER][POSITIVE] Thank you very much. Any reference number for this call?
[AGENT][NEUTRAL] My name in today's date, [PII], and any other questions, [PII]?
[CUSTOMER][POSITIVE] That's all, that's all. Thank you very much, [PII].
[AGENT][POSITIVE] You're welcome. Thank you for calling ATL.
[CUSTOMER][POSITIVE] Thank you very much. Have a wonderful rest of your afternoon.
[AGENT][POSITIVE] Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye now.