AccountId: 011433970860
ContactId: 809bd4c6-8038-4908-9aff-e3cb042fec34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69779 ms
Total Talk Time (AGENT): 30760 ms
Total Talk Time (CUSTOMER): 37131 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/809bd4c6-8038-4908-9aff-e3cb042fec34_20250207T16:47_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, [PII], my name is [PII], and I am calling from Bear River Valley Hospital. I am just calling to verify if the patient has active insurance or not.
[AGENT][NEUTRAL] [PII], I can certainly help with eligibility. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] Um, what do you just need the subscriber number?
[AGENT][NEUTRAL] Well, it might begin with the, the policy number might begin with a 01 or 02.
[CUSTOMER][NEUTRAL] Yeah, 0202455025 M as in mom, L as in lion 7.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], uh, date of birth [PII].
[AGENT][NEUTRAL] Thank you. And is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. The White's policy went into effect on [PII]. It is active. Is there anything else at all I can tell you about the policy, um, besides eligibility?
[CUSTOMER][NEUTRAL] No, that's all I needed, no, that's all I needed.
[AGENT][POSITIVE] OK, well, thank you very much for thanks for contacting ATL. Have a good day.
[CUSTOMER][POSITIVE] Thank you have a good day.