AccountId: 011433970860
ContactId: 67768a00-cfed-49f1-9673-f27a5c63b665
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139300 ms
Total Talk Time (AGENT): 52532 ms
Total Talk Time (CUSTOMER): 52224 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/67768a00-cfed-49f1-9673-f27a5c63b665_20250227T16:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Hospital in [PII], and I'm trying to check and see if the patient was eligible for benefits in January.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of patient, Miss [PII]. Can I please get your call back number, ma'am, in case the call is disconnected.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure. Date of birth is [PII], and the policy number I have is 02493376 letter M as in Mike L as in Larry number 7.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh what's the member's name, please?
[CUSTOMER][NEUTRAL] My first name, [PII].
[AGENT][NEUTRAL] No, the insured's name, the patient's name, yes.
[CUSTOMER][NEUTRAL] Is it? Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII] and last name [PII]. He has a middle initial or middle name [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I appreciate that. Let me go ahead and pull in his policy real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy, and the effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there is no termination date.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Have a wonderful day and a lovely weekend.
[AGENT][POSITIVE] Thank you, Ms. [PII]. I appreciate that so much. You also.
[AGENT][POSITIVE] You take care and thanks for calling APL.
[CUSTOMER][POSITIVE] OK. Take care. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.