AccountId: 011433970860
ContactId: 15e9d78c-b4f5-4f86-b68d-3f24f7d73cc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128570 ms
Total Talk Time (AGENT): 56841 ms
Total Talk Time (CUSTOMER): 38830 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/15e9d78c-b4f5-4f86-b68d-3f24f7d73cc7_20250507T17:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I need to let you know the entire call will be monitored and recorded for quality and compliance purposes. I'm just calling to um verify eligibility for a member and check on COB information.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility and coordination of benefits. May I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Saint Francis Hospital.
[AGENT][NEUTRAL] OK, and may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, um, [PII], uh, the policy number, did you say date of birth as well?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, [PII] and the policy number is 023889999.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. The effective date of his policy is [PII], and we do not have coordination of benefits. This is a supplemental insurance policy that's billed secondary to the primary.
[AGENT][NEUTRAL] It's not the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you have a reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] Alright, thank you for your help, [PII], you have a great day.
[AGENT][POSITIVE] You too, Ms [PII], and thank you for calling APL. I hope you have a wonderful rest of your week.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.