AccountId: 011433970860
ContactId: 6f348122-a6d5-4861-9d4e-d119af62fe6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152619 ms
Total Talk Time (AGENT): 67656 ms
Total Talk Time (CUSTOMER): 46412 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/6f348122-a6d5-4861-9d4e-d119af62fe6b_20250616T14:06_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATR. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Baptist Hospital. I'm sorry, it's a little hard to hear you.
[AGENT][NEUTRAL] Yeah, I'm sorry. I was gonna say the same thing. I'm having, I'm having a difficulty hearing you. You said [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, and what was your name?
[AGENT][NEUTRAL] My name is [PII]. And how can I help you, [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Calling to verify eligibility for a patient.
[AGENT][NEUTRAL] I can help with eligibility. [PII], what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 1659781
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And you said the policy number was 659781?
[CUSTOMER][NEUTRAL] 1659781
[AGENT][NEUTRAL] OK, uh, let's see, we can't find it by her name, that, that policy isn't coming up. And how do you spell the patient's last name, please?
[CUSTOMER][NEUTRAL] [PII], like the color?
[AGENT][POSITIVE] Thank and thank you, the, the first name?
[CUSTOMER][NEUTRAL] [PII] is [PII]
[AGENT][NEUTRAL] OK, thank you. I'll look that up and her date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Well I'm looking that up, if I could just have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Um, [PII], I show her policy number as 01.
[AGENT][NEUTRAL] 88.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] 5
[AGENT][NEUTRAL] 52.
[AGENT][NEUTRAL] And that went into effect on [PII]. It is active.
[AGENT][NEUTRAL] Now, would you like to know about any of the benefits of the secondary or gap insurance?
[CUSTOMER][NEUTRAL] No, I don't need benefits. Do you mind just repeating the policy number please?
[AGENT][NEUTRAL] Yes, the policy number is 01.
[AGENT][NEUTRAL] 88
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] 552.
[CUSTOMER][POSITIVE] OK, perfect, that's all I needed thank you so much [PII].
[AGENT][POSITIVE] OK, well thank you for contacting API'm very good.