AccountId: 011433970860
ContactId: 6b9e68f1-34c9-4fa0-8507-9f8d4553b7ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117029 ms
Total Talk Time (AGENT): 62386 ms
Total Talk Time (CUSTOMER): 41664 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/6b9e68f1-34c9-4fa0-8507-9f8d4553b7ce_20250327T18:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] OK by [PII].
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Hospital. Just calling to verify patient eligibility.
[AGENT][POSITIVE] OK, I'll be glad to help you. Go ahead and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And then the member's policy number is 2295788ML8.
[AGENT][POSITIVE] Alrighty, [PII], thank you for that information. Now while I'm pulling this up for you, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much for all that information, [PII]. Now your patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you for all that information. Looks like Wild is the insured on this medical supplemental plan, to show the original effective date is [PII]. Patient is current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want some type of benefit. Is that correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, it was just to verify eligibility to make sure it's active.
[AGENT][POSITIVE] Yes, ma'am, it is, and is that all I can help you with then?
[CUSTOMER][NEUTRAL] Yes, can I just have the spelling of your name, please?
[AGENT][NEUTRAL] Yes ma'am. My name is spelled [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] All right, [PII], thank you for calling APO. Have a great day.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.