AccountId: 011433970860
ContactId: 67f0409f-1c2d-469f-b113-bca2b8e35b6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73699 ms
Total Talk Time (AGENT): 28149 ms
Total Talk Time (CUSTOMER): 29542 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/67f0409f-1c2d-469f-b113-bca2b8e35b6c_20250404T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, first off, uh, this is [PII] from Saint Anthony's Hospital. I am a financial counselor. First off, I need to see if a patient is eligible on this plan, and then I need to check for a specific procedure.
[AGENT][NEUTRAL] OK, [PII], let's take a look. What's the policy number for the patient?
[CUSTOMER][NEUTRAL] 02593786.
[AGENT][NEUTRAL] OK, let me pull this up here and do you have a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, so it looks like the patient plan has terminated as of [PII].
[CUSTOMER][POSITIVE] [PII], thank you very much appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Hi.