AccountId: 011433970860
ContactId: fd570f90-ace2-4654-a12c-33136212b15d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 54500 ms
Total Talk Time (AGENT): 22088 ms
Total Talk Time (CUSTOMER): 13782 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/fd570f90-ace2-4654-a12c-33136212b15d_20250206T20:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I was calling to see if the patient was still active.
[AGENT][NEUTRAL] OK, happy to check eligibility. Do we have a policy number?
[CUSTOMER][NEUTRAL] 613-324.
[AGENT][POSITIVE] Thank you. Let me pull that up here.
[AGENT][NEUTRAL] And can I get patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. So patient is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK, um, that is all I needed.
[AGENT][POSITIVE] All right. Thank you for calling. Have a good day.
[CUSTOMER][POSITIVE] Thank you.