AccountId: 011433970860
ContactId: 9330f3df-b9f9-493d-977f-5dc93c2b1fb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120000 ms
Total Talk Time (AGENT): 51388 ms
Total Talk Time (CUSTOMER): 49778 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/9330f3df-b9f9-493d-977f-5dc93c2b1fb1_20250402T20:32_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], my name is [PII] calling from South Miami Hospital, and I'm calling to check eligibility for a patient.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] I have 023.
[CUSTOMER][NEUTRAL] 844-88 ML 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, let's see, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's for an inpatient, but I just, that's all I needed just to verify that it was active with a with an effective date.
[AGENT][NEUTRAL] OK. Yes, sir. I'm showing that it is active.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. Well, since there isn't anything else I can
[CUSTOMER][POSITIVE] Perfect. And uh can I
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] Yeah, uh, just the first letter to your last name just for my notes, please.
[AGENT][NEUTRAL] Um, it's [PII], and if you need a reference number, it'll be my name and today's date.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, well thank you very much. That was all I needed.
[AGENT][POSITIVE] OK. Thank you, [PII] for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mhm