AccountId: 011433970860
ContactId: 9b99aaee-9834-4c48-b817-e2a0d7db7eb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98510 ms
Total Talk Time (AGENT): 47997 ms
Total Talk Time (CUSTOMER): 33761 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/9b99aaee-9834-4c48-b817-e2a0d7db7eb8_20250625T14:39_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] calling from Memorial Hospital. I was just needing help verifying that a patient's coverage is active.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with eligibility. Um, first, could I get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, I have 02572908.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK, got that. And is there a call reference number I could take note of?
[AGENT][NEUTRAL] Um, yes, ma'am. So the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am. That is everything I needed. Thank you very much.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Mm thank you.