AccountId: 011433970860
ContactId: 0ec96ac9-526c-4243-95eb-6552d72cce89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98279 ms
Total Talk Time (AGENT): 43879 ms
Total Talk Time (CUSTOMER): 49382 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/0ec96ac9-526c-4243-95eb-6552d72cce89_20250204T15:19_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I'm calling from Homestay Hospital. I just need to verify um patient if the patient is active with the insurance.
[AGENT][POSITIVE] I can help with eligibility, and I'm sorry, I didn't catch your name. I apologize.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Yeah, OK, thank you. And um what is that policy number, please, ma'am?
[CUSTOMER][NEUTRAL] Yes, it's 02042153 letter M as in Mary, L as in Larry and number 8.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Her, uh oh, I'm sorry, I do have to ask for a callback number in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Thank you. Her policy went into effect on [PII]. It is active. Now, would you like to know about any of the benefits or is it just eligibility that we're looking at?
[CUSTOMER][NEUTRAL] Uh, just if it's active you said [PII]?
[AGENT][POSITIVE] Yes, that is correct. It's [PII] and it is active.
[CUSTOMER][NEUTRAL] Perfect, yes, I just need to, do you not do you know any, um, I'm sorry, do you have any reference call uh number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] Oh perfect thank you so much.
[AGENT][POSITIVE] OK, well, there's nothing else I can help with. You too. Thank you for contacting APL. Have a good one.
[CUSTOMER][POSITIVE] Thank you so much have a lovely lady.
[CUSTOMER][NEUTRAL] No, that will be all.