AccountId: 011433970860
ContactId: 6c9cdeb0-519a-430b-a9d4-21f78e4df017
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68199 ms
Total Talk Time (AGENT): 26247 ms
Total Talk Time (CUSTOMER): 34700 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/6c9cdeb0-519a-430b-a9d4-21f78e4df017_20250624T14:43_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I'm calling from Baptist Hospital in [PII]. I to check eligibility for a net gap policy.
[AGENT][NEUTRAL] I can help with eligibility. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] 01611892 M as in Mike L as in Larry and the number 88.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's the spouse. Her name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII] direct line.
[AGENT][NEUTRAL] I appreciate that. Thank you. The policy went into effect on [PII]. It is active. Is there anything else at all that I can tell you about the secondary or gap insurance?
[CUSTOMER][POSITIVE] No, you've been most helpful, [PII]. Have a great day and thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII]. Thanks for contacting APR