AccountId: 011433970860
ContactId: 7f0911f7-5ee2-4f9d-8715-bbe8a44ba4c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107260 ms
Total Talk Time (AGENT): 59321 ms
Total Talk Time (CUSTOMER): 47416 ms
Interruptions: 3
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/7f0911f7-5ee2-4f9d-8715-bbe8a44ba4c4_20250429T17:40_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to verify eligibility for a patient that we have here in the ER.
[AGENT][NEUTRAL] I can help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you very much, [PII]. What is the policy number that we're looking at today?
[CUSTOMER][NEUTRAL] OK, it's 157.
[CUSTOMER][NEUTRAL] 056.
[CUSTOMER][NEUTRAL] 6.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I appreciate that. Can I have a callback number in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][POSITIVE] I do appreciate that. Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The policy was in effect from [PII], but it lapsed on [PII]. Now I'm not showing that they have a more current policy with this. This is normally through their um through their employer, so they may have another uh
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Um, they may have another, uh, employer and and another policy, but this one, it's not APL. This one lapses of [PII].
[CUSTOMER][NEUTRAL] Oh, but it's, but it's not APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] Uh, well, it was in effect from July, yeah. My name is [PII], and the first letter of my last name is [PII]. We're gonna use that in today's date as a reference. Jeez, is there anything else at all that I may help you with?
[CUSTOMER][NEUTRAL] OK, and what did you say your name was?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, you said the term date was in [PII], correct?
[AGENT][NEUTRAL] Uh, yes, [PII]. That's correct.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thanks for contacting ATO have a good.