AccountId: 011433970860
ContactId: fea0ade2-46a5-4d17-8375-896af1c327e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94400 ms
Total Talk Time (AGENT): 37831 ms
Total Talk Time (CUSTOMER): 40039 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/fea0ade2-46a5-4d17-8375-896af1c327e1_20250515T12:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] [PII]. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], sorry I had you on mute. I'm calling to verify I'm calling to verify benefits for a patient.
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] Alright. Happy to check on benefits. What's their policy number?
[CUSTOMER][NEUTRAL] Sure, it's 02281875 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] All right, thank you. And then for documentation, can I get your uh first name and a callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII], last initial [PII] and phone number is [PII].
[AGENT][NEUTRAL] All right. Thank you, [PII]. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII]. We are the members secondary insurance, so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] All right, thank you so much have a good day.
[AGENT][POSITIVE] You're welcome. You too, bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.