AccountId: 011433970860
ContactId: 34d56848-526a-4d50-ac4b-26727c466c05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123989 ms
Total Talk Time (AGENT): 50789 ms
Total Talk Time (CUSTOMER): 38029 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/34d56848-526a-4d50-ac4b-26727c466c05_20250623T15:50_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I need to verify a patient's um insurance please.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. May I have your name please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And what's the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] It's Amed, that's spelled A N M E D.
[CUSTOMER][NEUTRAL] Hospital.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh yes, it is 02587144.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, I have [PII] birthday is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And do you need just eligibility or you need benefits as well?
[CUSTOMER][NEUTRAL] Uh, I'm sorry, say that again.
[AGENT][NEUTRAL] Do you need just eligibility or do you need benefits?
[CUSTOMER][NEUTRAL] Just eligibility.
[AGENT][NEUTRAL] OK. All right. 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.
[CUSTOMER][POSITIVE] OK, that's all I needed thank you.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling ATL. Have a good week, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.