AccountId: 011433970860
ContactId: 95111fe2-efee-4526-8a43-b4d0795fbcde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95180 ms
Total Talk Time (AGENT): 44968 ms
Total Talk Time (CUSTOMER): 49038 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/95111fe2-efee-4526-8a43-b4d0795fbcde_20250313T21:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, good afternoon, I'm calling from Doctors Hospital. I need to, uh, verify eligibility for one of your members. 2502546.
[AGENT][POSITIVE] All right. I'm happy to check eligibility. What's the patient's policy number?
[AGENT][NEUTRAL] 0502546
[CUSTOMER][NEUTRAL] I'm sorry, 2502546.
[AGENT][NEUTRAL] All right, let me try that. One moment.
[AGENT][NEUTRAL] And can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. The patient is active. The effective date on the plan is [PII]. We're the secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] You haven't eat.
[CUSTOMER][NEUTRAL] you gonna tell me that
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Primary does not. OK, perfect, thank you. And then can you provide the uh a reference number for the call please?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial than today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much [PII] have a good day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye.