AccountId: 011433970860
ContactId: 6f952620-cbfe-47fb-a7c5-e081785f5a2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83279 ms
Total Talk Time (AGENT): 43807 ms
Total Talk Time (CUSTOMER): 25929 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/6f952620-cbfe-47fb-a7c5-e081785f5a2f_20250314T18:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I am trying to verify eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] Yes it's [PII].
[AGENT][NEUTRAL] And Miss [PII], are you calling from which facility from my location?
[CUSTOMER][NEUTRAL] For Baptist Health Medical Group?
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, 02580209 ML 8.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][NEUTRAL] Thank you. All right, and you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect and can I just get a reference number for the call?
[AGENT][NEUTRAL] We don't have
[AGENT][NEUTRAL] you can use my name and today's date if you will. Do you need the spelling of my name or any other information, Miss [PII]?
[CUSTOMER][POSITIVE] Um, no, that's it. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye bye