AccountId: 011433970860
ContactId: f72216b6-6c70-476b-9678-0bcafd84e15a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81480 ms
Total Talk Time (AGENT): 40300 ms
Total Talk Time (CUSTOMER): 36679 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/f72216b6-6c70-476b-9678-0bcafd84e15a_20250218T15:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, you said [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], I was not even close. Hi [PII], my name is [PII] and I'm calling from emergency registration. I need to check eligibility on a patient, please.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with eligibility. What is the callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Um, 02439894 ML 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you, [PII], and I can help you with that eligibility for [PII]. I'm showing her policy is active. Effective date is [PII], and [PII], this is a secondary policy to her primary insurance. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][POSITIVE] No, that'll be all thank you so much for your help you have a great day.
[AGENT][POSITIVE] I hope you have a great day as well, sir. Thank you for calling ATL. Take care.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Bye bye thank you