AccountId: 011433970860
ContactId: ef345d91-6edf-45ba-883d-bcf2a71de22e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97199 ms
Total Talk Time (AGENT): 54485 ms
Total Talk Time (CUSTOMER): 31698 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/ef345d91-6edf-45ba-883d-bcf2a71de22e_20250110T16:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, good morning. I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[AGENT][NEUTRAL] OK. Thank you. And 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] I have 021292-225.
[AGENT][NEUTRAL] Thank you, Ms. [PII] and may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] We have [PII]. Date of birth shows [PII].
[AGENT][NEUTRAL] OK. All right. OK, and we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] Mhm. Alrighty, perfect and the reference for the call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need a spelling of my name or any other information, [PII]?
[CUSTOMER][NEUTRAL] Uh, the correct spelling?
[AGENT][NEUTRAL] That's [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] Thank you so much. You have a great day. Happy New Year. Have a nice weekend.
[AGENT][POSITIVE] No problem. You as well, Miss [PII], thank you for calling ATL. bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Yeah