AccountId: 011433970860
ContactId: 86b641e7-3785-490c-8574-06fd7507d01e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131160 ms
Total Talk Time (AGENT): 68208 ms
Total Talk Time (CUSTOMER): 32329 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/86b641e7-3785-490c-8574-06fd7507d01e_20250604T13:47_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Baptist Hospital. I need to verify eligibility for a patient.
[AGENT][NEUTRAL] I can help with eligibility and see what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have 1349017.
[AGENT][NEUTRAL] Thank you. The patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] I appreciate that. Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you very much. Now, the, this is Group Gap Insurance, and whenever they renew as a group, um, so they get a new policy number. So whenever you're ready, uh, I'd like to give you this new policy number. It went into effect on [PII] and it is active.
[AGENT][NEUTRAL] So the correct policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 02.
[AGENT][NEUTRAL] 41.
[AGENT][NEUTRAL] 9445, as I mentioned before, it went into effect.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now, is there anything else at all that I can tell you about the secondary gap insurance? Would you like to know about the benefits?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I just needed to know the group number and also make sure that he was the subscriber.
[AGENT][NEUTRAL] He is a subscriber. The group number for this is the same, 17387.
[AGENT][NEUTRAL] And that
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] 387 and that is um.
[AGENT][NEUTRAL] Media Pro
[AGENT][NEUTRAL] US HR.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm sorry, I didn't catch your name.
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We're gonna use that to date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK great thank you that's all I needed.
[AGENT][POSITIVE] OK, well thank you for contacting us.