AccountId: 011433970860
ContactId: 33c3c0af-925b-45d5-b8cb-c2bc38f857c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102739 ms
Total Talk Time (AGENT): 53408 ms
Total Talk Time (CUSTOMER): 41271 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/33c3c0af-925b-45d5-b8cb-c2bc38f857c1_20250624T13:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is all. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] at Lakeland Regional. I need to verify this patient's insurance that it's active and eligible.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility, and I'm sorry, you said that you're calling from what's the name of the region?
[CUSTOMER][NEUTRAL] Um, Lakeland Regional, yeah.
[AGENT][POSITIVE] OK, thank you. And may I have a call back number just in case we get disconnected, [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02638159.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] 93073.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, perfect. Thank you, Ms. [PII]. All right, and we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical, Miss [PII].
[CUSTOMER][NEUTRAL] OK, um, and what is your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] And is there a reference number or just your name and the date of birth?
[AGENT][NEUTRAL] Just my name in today's date.
[CUSTOMER][POSITIVE] Perfect thank you love.
[AGENT][POSITIVE] You're welcome, Miss [PII], and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You you too bye bye.
[AGENT][NEUTRAL] It