AccountId: 011433970860
ContactId: 339b4e4e-ef1c-4ea8-ad43-1962df03bd19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92760 ms
Total Talk Time (AGENT): 44135 ms
Total Talk Time (CUSTOMER): 32891 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/339b4e4e-ef1c-4ea8-ad43-1962df03bd19_20250611T14:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] at [PII] I'm sorry, Privia Medical Group under Virginia Women's Center, and I was calling to verify eligibility for a patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Happy to check eligibility. What is the patient policy number?
[CUSTOMER][NEUTRAL] It is 02361570.
[AGENT][NEUTRAL] Thank you. And then for documentation, can I get a good callback number?
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII]. We are the members secondary insurance, so this is gonna cover deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And um do you have a reference number for this call?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with today's date. My name again is [PII], that's [PII] and then [PII] is my last initial with today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much [PII]. I hope you have a great day.
[AGENT][POSITIVE] You as well. Take care.