AccountId: 011433970860
ContactId: 842943c9-4d1c-4fab-bd03-c8a40b6bdbd7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136320 ms
Total Talk Time (AGENT): 45601 ms
Total Talk Time (CUSTOMER): 47016 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/842943c9-4d1c-4fab-bd03-c8a40b6bdbd7_20250304T18:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling STL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was just calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of a patient. Can I please get your name and your callback number?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII] last initial [PII]
[AGENT][NEUTRAL] OK, and Miss [PII], what is your
[CUSTOMER][NEUTRAL] [PII] you said a callback number or a member ID number?
[AGENT][NEUTRAL] Uh, callback number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] South Miami Hospital.
[AGENT][NEUTRAL] Thank you, Ms [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, we have.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth shows [PII].
[CUSTOMER][NEUTRAL] And policy number is 02336102.
[AGENT][NEUTRAL] 02336100.
[CUSTOMER][NEUTRAL] 6102 02336102.
[AGENT][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Do show that the member does have an active policy. The effective date is [PII].
[CUSTOMER][POSITIVE] Alrighty, and a reference for the call.
[AGENT][NEUTRAL] You can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] Alrighty and story, thanks so much for your help. You have a great day and stay safe.
[AGENT][POSITIVE] You too, you too, [PII], thank you. You have a good day and thanks for calling ATL.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you bye bye.