AccountId: 011433970860
ContactId: 55675737-d1aa-40b3-8cea-fd4ecab9d56e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124419 ms
Total Talk Time (AGENT): 56151 ms
Total Talk Time (CUSTOMER): 49981 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/55675737-d1aa-40b3-8cea-fd4ecab9d56e_20250113T21:20_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm trying to verify an insurance, Amir Baptist Hospital.
[AGENT][NEUTRAL] OK, I'd love to help you verify some eligibility today [PII], do you mind if I get a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect and.
[AGENT][NEUTRAL] What's that member's policy number today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have, I'm not sure which one it is, but uh the one on the card is 01679285 letter M as in Mary.
[CUSTOMER][NEUTRAL] L as in Larry and the last number is 8.
[AGENT][POSITIVE] Perfect, thank you, and give me just a second to get that policy pulled up for you, OK?
[AGENT][POSITIVE] Awesome. And then can you do me a favor and verify your um your patient's first and last name and date of birth for me, please?
[CUSTOMER][NEUTRAL] It's [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] Um, it's the first name.
[AGENT][POSITIVE] Perfect thank you so much and.
[AGENT][NEUTRAL] Awesome, your patient, I'm so sorry, your patient is current and active with an effective date of [PII]. And as far as eligibility going, is there other information you're needing today?
[CUSTOMER][NEUTRAL] No, I just need to know if it's active um the number that I gave you is fine.
[AGENT][NEUTRAL] Yeah, that [PII]. Mhm. Yeah.
[CUSTOMER][NEUTRAL] The, the, the policy number is fine? OK, alright, beautiful. I just needed to know if it's active now your name, what's your name?
[AGENT][NEUTRAL] Oh, yes, my name is [PII], first initial, last name, [PII].
[CUSTOMER][NEUTRAL] And do we have like a confirmation for the call?
[AGENT][NEUTRAL] Yeah, the reference number is just my name in today's date.
[CUSTOMER][POSITIVE] OK beautiful [PII] I appreciate your help. OK, thank you very much.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you for calling ATL. You have a fabulous day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.