AccountId: 011433970860
ContactId: f074d0d0-5cb6-4fd4-9ff3-83c0d08250ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81599 ms
Total Talk Time (AGENT): 36647 ms
Total Talk Time (CUSTOMER): 32181 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/f074d0d0-5cb6-4fd4-9ff3-83c0d08250ff_20250311T12:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII], uh, with Doctor [PII]. I was just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] It is 025713-33.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information, uh, [PII], and we're checking eligibility information.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Alright, I have that for you. I'm showing an effective date of [PII], and currently the policy is active. And did you have any other questions?
[CUSTOMER][NEUTRAL] No, she was just doing an extraction today so.
[AGENT][NEUTRAL] OK. OK. Is it the simple instruction?
[CUSTOMER][POSITIVE] So that should be good.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Yeah, that's the only one that's covered under her policy at 80%.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the 7140?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, alrighty then thank you very much.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mhm, uh huh bye bye.
[AGENT][NEUTRAL] Bye bye