AccountId: 011433970860
ContactId: 55a3f3e5-71a0-45e3-ab81-b87b80060438
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111540 ms
Total Talk Time (AGENT): 56942 ms
Total Talk Time (CUSTOMER): 28809 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/55a3f3e5-71a0-45e3-ab81-b87b80060438_20250602T17:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Baptist Hospital to verify eligibility for a patient.
[AGENT][NEUTRAL] I'm sure [PII] I can assist you with benefits. Um, first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 019689
[CUSTOMER][NEUTRAL] 92 ML 8.
[AGENT][NEUTRAL] Thank you. Now, please verify your patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and just submit advise you that verification of coverage does not guarantee payment of claims. Um, he does have a new policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. And his new policy number is?
[AGENT][NEUTRAL] 019.
[AGENT][NEUTRAL] 82,780.
[AGENT][NEUTRAL] OK. And, and the effective date on the policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, I don't need benefits either. It was just to verify eligibility.
[AGENT][NEUTRAL] OK. Yes, ma'am. The policy is still active under that new policy number. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] No, that's all. Thank you so much.
[AGENT][POSITIVE] Yeah, thank you, [PII] for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too.