AccountId: 011433970860
ContactId: 77c48d2e-1548-4699-88d0-6cc38c47e9ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 52819 ms
Total Talk Time (AGENT): 21599 ms
Total Talk Time (CUSTOMER): 19588 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/77c48d2e-1548-4699-88d0-6cc38c47e9ea_20250618T13:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for contacting ATL. My name is [PII].
[AGENT][NEUTRAL] Is there any way
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] calling from Baptist Hospital to verify eligibility for a patient.
[AGENT][NEUTRAL] I can help with eligibility. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02061384
[AGENT][NEUTRAL] Thank you. Patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Hey, is there a callback number I can have a second we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy manager back on [PII]. It is active. Is there anything else I can help you with with the secondary or gap insurance?
[CUSTOMER][POSITIVE] And that's all thank you so much [PII].
[AGENT][POSITIVE] All right. Thank you for contacting me here. Have a very good day.