AccountId: 011433970860
ContactId: f98a0466-086f-4570-b337-3de157a64c4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120080 ms
Total Talk Time (AGENT): 41771 ms
Total Talk Time (CUSTOMER): 56169 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/f98a0466-086f-4570-b337-3de157a64c4e_20250224T15:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I was just calling to check eligibility on a patient.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. Can you please give me your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Alright, my name is [PII]. Um, my phone number is [PII], and I'm calling from McCloud Health Clarendon.
[AGENT][POSITIVE] OK, thank you so much, Ms. [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK. Patient's name is [PII] and birth date is [PII].
[AGENT][NEUTRAL] OK, and then the policy number please?
[CUSTOMER][NEUTRAL] Uh, let's see where we have come on computer.
[CUSTOMER][NEUTRAL] Um, policy number, I have 02219654.
[AGENT][NEUTRAL] OK, let me look that up for us real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, thank you, ma'am. Do you have a reference number or is it your name in today's date?
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][NEUTRAL] All right, what was your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]? OK.
[AGENT][NEUTRAL] Yes ma'am, [PII]
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] All right, thank you, ma'am. You have a good day, OK?
[AGENT][POSITIVE] You too, Ms. [PII], you have a good week and thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright, bye bye.
[AGENT][NEUTRAL] Bye-bye.