AccountId: 011433970860
ContactId: 33c2627b-9730-45e7-987c-ac6f5931e084
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91059 ms
Total Talk Time (AGENT): 37958 ms
Total Talk Time (CUSTOMER): 38428 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/33c2627b-9730-45e7-987c-ac6f5931e084_20250108T16:03_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to verify eligibility please.
[AGENT][NEUTRAL] I can help him and with whom am I speaking please?
[CUSTOMER][NEUTRAL] This is [PII] with Orlando Health Medical Group.
[AGENT][NEUTRAL] [PII], thank you. What's that policy number, please?
[CUSTOMER][NEUTRAL] Um, it is 022-03961ML7.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you very much. It looks like the policy went into effect on [PII]. It is active. Is there anything else at all I can tell you about the policy other than eligibility?
[CUSTOMER][NEUTRAL] Um, do you accept electronic claims?
[AGENT][NEUTRAL] We do. Our payer electronic payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801. OK.
[CUSTOMER][NEUTRAL] Alright, and then can I just get a reference number for our call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as a reference.
[CUSTOMER][POSITIVE] OK. All right. Well, thank you so much.
[AGENT][POSITIVE] Mhm. Thank you for contacting API. Have a good.