AccountId: 011433970860
ContactId: 483954c5-fa3c-4026-a49c-6cde0cc3c913
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146990 ms
Total Talk Time (AGENT): 57512 ms
Total Talk Time (CUSTOMER): 63871 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/483954c5-fa3c-4026-a49c-6cde0cc3c913_20250602T21:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from a facility. I want to check on the patient eligibility.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. May I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, of course, you can. The facility name is Canal Endoscopy and Surgery Center.
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] Of course. It is [PII]. My extension is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 02478312. M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, patient first name, uh.
[CUSTOMER][NEUTRAL] One moment, please. Yeah. Patient first name is
[CUSTOMER][NEUTRAL] [PII], the last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII]. And you say you need eligibility. We have an effective date of [PII]. Again, that's [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Got you. Can you please repeat your name once again for me?
[AGENT][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] There is any reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, thank you so much for your wonderful assistance. So have a great day. Take care.
[AGENT][POSITIVE] You as well, Miss [PII], and thank you for calling APL. Have a good afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You too. Bye-bye.