AccountId: 011433970860
ContactId: 6f33eed0-03b4-499a-8a37-456da5a01c7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78660 ms
Total Talk Time (AGENT): 38421 ms
Total Talk Time (CUSTOMER): 25157 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/6f33eed0-03b4-499a-8a37-456da5a01c7d_20250121T20:31_UTC.wav
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[AGENT][NEUTRAL] ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to verify eligibility on a patient.
[AGENT][NEUTRAL] If I can help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII].
[AGENT][NEUTRAL] Mama, thank you. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] Yeah, I have it as um 021747448.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh patient's name is [PII], [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Her policy went into effect on [PII]. It is active. Now, this is a secondary or gap insurance. It's meant to pick up the deductible, co-payment or co-insurance from a major medical. Is there anything in particular I could tell you about the policy besides eligibility?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, no, actually, um, a reference number if you have one.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that and today's date is our reference.
[CUSTOMER][POSITIVE] All right thank you [PII] I appreciate your time you have a blessed day.
[AGENT][POSITIVE] Thanks for contacting ATL. Have a good day.