AccountId: 011433970860
ContactId: 3dfb9cab-5cb3-418a-a1a5-9e4d666c1321
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248960 ms
Total Talk Time (AGENT): 53589 ms
Total Talk Time (CUSTOMER): 42502 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/3dfb9cab-5cb3-418a-a1a5-9e4d666c1321_20250103T21:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] at the Elkton Clinic. I was trying to check eligibility on a patient.
[AGENT][NEUTRAL] OK [PII], I can help you with eligibility. What is your call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name?
[CUSTOMER][NEUTRAL] You said the patient's name?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her policy number?
[CUSTOMER][NEUTRAL] It is 02564663.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, are y'all able to fax like an eligibility report or anything?
[AGENT][NEUTRAL] Uh, we've never, I've done that before. Um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's just so we can have a chart showing that we do have proof.
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] OK um let me put you on hold real quick and let me see if that's something that we do OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You mean morning or afternoon?
[AGENT][NEUTRAL] Hi [PII], this is [PII] uh, we do not do eligibility report.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. You're very welcome. I hope you.