AccountId: 011433970860
ContactId: f7e19dbb-f535-4ba5-ba9e-a44f4d2c5b97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124830 ms
Total Talk Time (AGENT): 46179 ms
Total Talk Time (CUSTOMER): 47379 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/f7e19dbb-f535-4ba5-ba9e-a44f4d2c5b97_20250307T15:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, good morning. My name is [PII]. I'm calling from Oklahoma Cancer Specialist. I need to verify eligibility on a patient's insurance.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with eligibility. Can I please get your call back number ma'am just in case our call is dropped?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] First name is [PII], last name [PII], [PII] Date of birth is [PII]. Policy number is 02244903.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and the effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let me see here.
[CUSTOMER][NEUTRAL] And he's part of group number 21101.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, great. I appreciate it. Thank you.
[AGENT][POSITIVE] It's no problem with anything.
[CUSTOMER][NEUTRAL] Oh wait, can I get a call reference number for this? Yeah, call reference number.
[AGENT][NEUTRAL] Yeah, I was just gonna ask you if there was anything else I can help you with. Yes, ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How are you spelling your name, [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] All right, that's the way I had it. Thank you very much.
[AGENT][POSITIVE] OK, thank you Miss [PII] you have a blessed weekend and thanks for calling APL.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye bye.