AccountId: 011433970860
ContactId: 7d437c71-8f1e-4493-9f8b-df4fb5db4820
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95180 ms
Total Talk Time (AGENT): 51958 ms
Total Talk Time (CUSTOMER): 32769 ms
Interruptions: 0
Overall Sentiment: AGENT=3.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/7d437c71-8f1e-4493-9f8b-df4fb5db4820_20250604T14:50_UTC.wav
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[AGENT][NEUTRAL] Contacting APR. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I am with [PII] with MMed, uh, and I just need to get eligibility on the patient please.
[AGENT][NEUTRAL] Yes, uh, I have that policy number, please?
[CUSTOMER][NEUTRAL] Uh, the ID number I have is D as in dog, 437299976.
[AGENT][NEUTRAL] OK. Uh, let's see if we can't find it by their name. Um, how do you spell the, the insured's last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Great. And your first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much and his date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I appreciate that. Is there a callback number I can have for you and we get disconnected?
[CUSTOMER][NEUTRAL] It's yeah it's [PII].
[AGENT][POSITIVE] I appreciate that. Thank you. [PII]'s policy number with us is um 02.
[AGENT][NEUTRAL] 45
[AGENT][NEUTRAL] 3668 and that policy went into effect on [PII]. It is active. Um, now is there anything else at all that I can tell you about this hospital indemnity policy or did you benefits or claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] As long as he's eligible, I am good.
[AGENT][POSITIVE] OK, well, if there's nothing else I can help with, then thank you very much for contacting ATL, uh, just let us know if there's anything else we can do. You have a very good morning.
[CUSTOMER][NEUTRAL] You too.