AccountId: 011433970860
ContactId: 4f10fc62-1ad3-4e5b-9371-450e55c9099c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126779 ms
Total Talk Time (AGENT): 41889 ms
Total Talk Time (CUSTOMER): 50924 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/4f10fc62-1ad3-4e5b-9371-450e55c9099c_20250407T17:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I am calling from Valley Medical Center, and I need to verify medical eligibility for patients that was seen in the emergency room.
[AGENT][NEUTRAL] OK, I can help you with eligibility Ms [PII]. uh, can I please get your callback number, ma'am just in case our call is dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, first name is [PII], it's spelled [PII], last name [PII] Date of birth is [PII], and the policy number is 02494078.
[AGENT][NEUTRAL] OK let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that the
[AGENT][NEUTRAL] Policy with us, um, the effective date of the policy is made.
[CUSTOMER][NEUTRAL] I'm sorry, the effective date policy is what?
[CUSTOMER][NEUTRAL] Uh, I lost the call.
[AGENT][NEUTRAL] OK. Did you get that effective date of the policy is [PII]?
[CUSTOMER][NEUTRAL] Oh no, I'm sorry no I thought I I thought I lost you. What was the effective date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And still active.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, that's all I need. I appreciate all your help. Thank you so very much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Mm