AccountId: 011433970860
ContactId: f0a3a5e6-b59c-4c90-8aab-33ef4e2607ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129059 ms
Total Talk Time (AGENT): 56855 ms
Total Talk Time (CUSTOMER): 58669 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/f0a3a5e6-b59c-4c90-8aab-33ef4e2607ef_20250319T19:07_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hi yes I was calling to um verify the eligibility of one of our patients here in the office.
[AGENT][NEUTRAL] OK, I can assist with that. May I have your name?
[CUSTOMER][NEUTRAL] Absolutely, I'm [PII] and that's [PII]
[AGENT][POSITIVE] Thank you [PII], and may I also have your call back number?
[CUSTOMER][NEUTRAL] Absolutely we are um [PII].
[AGENT][POSITIVE] OK, thank you so much I I appreciate that. And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, let me pull it up, sorry.
[AGENT][NEUTRAL] Pard.
[CUSTOMER][NEUTRAL] Alright, the policy number is 02559376.
[AGENT][POSITIVE] Thank you so much and let me just repeat that to confirm. I have that as 02559376.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, his name is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][POSITIVE] OK, thank you very much for the information, we can uh, and do you need benefits as well faxed over to you? I can do that for you as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] Of course, um, he shows effective as of [PII], and this policy shows active, and may I please have your fax number?
[CUSTOMER][NEUTRAL] Yes, um, the fax number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I have that as [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, I will get that faxed over to you, but before that, do you have any questions regarding the policy I can help you with?
[CUSTOMER][POSITIVE] No, I do not, ma'am. um, this has been great, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much you have a great day and thanks for calling APL take care.
[CUSTOMER][POSITIVE] Thank you you as well thanks bye.
[AGENT][NEUTRAL] Mm bye bye.