AccountId: 011433970860
ContactId: 1a18b12b-17d1-468d-8af9-5fb81ac1873a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65739 ms
Total Talk Time (AGENT): 30006 ms
Total Talk Time (CUSTOMER): 26048 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/1a18b12b-17d1-468d-8af9-5fb81ac1873a_20250218T20:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Homestead Hospital emergency room. I need to verify eligibility for a member.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] 01611892.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Uh, so effective date of [PII], and she is active on the policy.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, how do you spell your first name?
[AGENT][NEUTRAL] [PII] last initial [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's all I need thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII]. Thanks for calling ATL. Bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK bye bye.