AccountId: 011433970860
ContactId: 12835051-0013-4dc6-8c52-f80034cd40be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80360 ms
Total Talk Time (AGENT): 33742 ms
Total Talk Time (CUSTOMER): 25748 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/12835051-0013-4dc6-8c52-f80034cd40be_20250515T14:00_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATPO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Baptist Hospital calling to verify eligibility for a patient.
[AGENT][NEUTRAL] Yes, I can help with eligibility, and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 02505648 ML 8.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I appreciate that. I just need to call back uh number in case we're disconnected please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. The policy went into effect on [PII]. It is active. Is there anything else at all I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] No, that's all. Uh, can I just have the spelling of your first name, please?
[AGENT][NEUTRAL] Yes, it's [PII] and we're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] OK, [PII], thanks for contacting us. You have a good day.