AccountId: 011433970860
ContactId: 7f6d89e0-c2e9-4e7d-9f4f-ddf155421e2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116010 ms
Total Talk Time (AGENT): 50777 ms
Total Talk Time (CUSTOMER): 45681 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/7f6d89e0-c2e9-4e7d-9f4f-ddf155421e2e_20250425T16:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Mount Santa Medical Center, and I'm just calling to verify um member eligibility as a gap coverage.
[AGENT][NEUTRAL] I, I'm happy to check eligibility today, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It's 02493478.
[CUSTOMER][NEUTRAL] I'm sorry, 02037599 ML 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me try that here. Give me just.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. So, patient does have an active plan. Um, it looks like it's a different number than the one you gave me. Would you like that number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Active account is 02493478.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the effective date on here is [PII]. Uh, we are again the secondary insurance, so this would cover deductible, co-pay, co-insurance of the primary does not.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] And what was your name again? [PII].
[AGENT][NEUTRAL] My name is [PII]. Uh-huh.
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye bye.