AccountId: 011433970860
ContactId: fdeef22e-c2fe-4295-9ad2-794447c7a5cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119190 ms
Total Talk Time (AGENT): 41149 ms
Total Talk Time (CUSTOMER): 35702 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/fdeef22e-c2fe-4295-9ad2-794447c7a5cd_20250408T13:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to um check to see if a patient has eligibility.
[AGENT][POSITIVE] Yeah, of course, I can help you with that.
[AGENT][NEUTRAL] See, do you have the policy number on you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, like the subscriber ID number?
[AGENT][NEUTRAL] Um, it should start with a 0.
[CUSTOMER][POSITIVE] Yeah, I've got it.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, and what is it?
[CUSTOMER][NEGATIVE] It's gonna be 0
[CUSTOMER][NEUTRAL] 2409024
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK perfect thank you.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] OK. And the patient's first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, just one moment.
[AGENT][NEUTRAL] OK, so [PII]'s policy is active and it was effective [PII].
[CUSTOMER][NEUTRAL] Uh, the one.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right perfect thank you so much.
[AGENT][NEUTRAL] Yeah. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's all I needed to know.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK, bye.