AccountId: 011433970860
ContactId: 61820b9e-3668-44d9-98a0-b1fdab692c01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105760 ms
Total Talk Time (AGENT): 46267 ms
Total Talk Time (CUSTOMER): 64815 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/61820b9e-3668-44d9-98a0-b1fdab692c01_20250211T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey good morning how are you?
[AGENT][NEUTRAL] Doing well how are you?
[CUSTOMER][POSITIVE] I'm doing good, thanks for asking. My name is [PII]. I'm giving you a call from a hospital urgent care. Um, I wanted to check the eligibility of a patient, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, callback number is [PII] and my extension is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] I do. It is this is uh in the inpatient number, the long one, right? Perfect. It is 019.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, yeah.
[CUSTOMER][NEUTRAL] 233 56, M as in Mary, L as in Lima, and then the number 7.
[AGENT][NEUTRAL] Alright, and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Perfect. Thank you for verifying that, [PII]. Alright, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Awesome. Alrighty, that's all I needed. Thank you so much for your help. I really appreciate it. Can I get your first name again?
[AGENT][NEUTRAL] All right, yeah.
[AGENT][NEUTRAL] Sure, it's uh [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Oh, and your last initials A, your last initials [PII] Uh, I think I spoke to you yesterday, how funny.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yeah, did we talk the other day? I think so too. I know, I remember because your voice is so friendly.
[CUSTOMER][NEUTRAL] We did, we did.
[CUSTOMER][POSITIVE] Oh, you're so sweet thank you so much I appreciate your help.
[AGENT][POSITIVE] Yeah, hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.