AccountId: 011433970860
ContactId: eaab80a9-03a3-4f7c-b319-fb7202de017b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77199 ms
Total Talk Time (AGENT): 22479 ms
Total Talk Time (CUSTOMER): 32168 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/eaab80a9-03a3-4f7c-b319-fb7202de017b_20250528T13:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I'm calling from provider office. I am looking for um.
[CUSTOMER][NEUTRAL] Uh, check the status of the member ID, uh, eligibility.
[AGENT][POSITIVE] OK, I'm happy to
[CUSTOMER][NEUTRAL] I'm just checking the eligibility.
[AGENT][NEUTRAL] OK. What's the patient policy number?
[CUSTOMER][NEUTRAL] Yeah, they started for Y for Yankee 19565558.
[AGENT][NEUTRAL] All right, thank you, [PII]. That's not our policy number. Our policies only have numbers and um do you have a name or a social?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Mm, sorry, I don't have.
[CUSTOMER][NEUTRAL] The, the insurance name is Academy Life Insurance Corporation.
[AGENT][NEUTRAL] Academy Life Insurance Corporation.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is who is that? Is that the the company, the.
[CUSTOMER][POSITIVE] OK, thank you.