AccountId: 011433970860
ContactId: 74f87675-f1a5-4964-9a96-e0c19b0f0125
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88540 ms
Total Talk Time (AGENT): 54076 ms
Total Talk Time (CUSTOMER): 28092 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/74f87675-f1a5-4964-9a96-e0c19b0f0125_20250321T15:02_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Amar Regional Hospital. I need to find out if a patient's policy is active.
[AGENT][POSITIVE] All right. I'm happy to check eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] 01845124ML7.
[AGENT][POSITIVE] Thank you. And can I get your first name and a callback number, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and then patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much. So it looks like one moment. Patient does have an active plan. It is a different policy number. Would you like to write that down?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] 02506892
[AGENT][NEUTRAL] Effective date on this policy is [PII] for the secondary insurance, so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, great, and it's American Public Life is the name of it?
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] OK great do you have a reference number for the call please?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial than today's date. My name again is [PII], that's [PII], last initial [PII].
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][POSITIVE] You're welcome bye bye.
[CUSTOMER][NEUTRAL] Bye.