AccountId: 011433970860
ContactId: 77c1320e-0103-4c5e-9654-11b0133943a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78010 ms
Total Talk Time (AGENT): 38949 ms
Total Talk Time (CUSTOMER): 23960 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/77c1320e-0103-4c5e-9654-11b0133943a3_20250519T15:38_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting with me.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling to verify patient eligibility.
[AGENT][NEUTRAL] I can help with benefits and eligibility, with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from Boca Raton Regional Hospital.
[AGENT][NEUTRAL] OK, thank you. So what's the policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 02585124.
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. If I could just have a callback number, please, in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now this policy has both in and out of hospital benefits. Is there anything in particular that I could tell you about the policy?
[CUSTOMER][POSITIVE] No, that was actually all I needed.
[AGENT][NEUTRAL] Is it OK? Well, if there's nothing else we can help with with, uh, my, uh, the caller or the reference number will be my name which is [PII], and today's date, um, is there any, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Is there's nothing else I can help with, and thank you for contacting ECL. Hope you have a very good morning. Thank you for calling us.
[CUSTOMER][POSITIVE] Thank you.