AccountId: 011433970860
ContactId: 9c9d4b36-01af-42e9-a192-6ee235886f9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141649 ms
Total Talk Time (AGENT): 52574 ms
Total Talk Time (CUSTOMER): 57778 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/9c9d4b36-01af-42e9-a192-6ee235886f9c_20250331T17:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from United Regional Healthcare System. I was just needing to verify eligibility for a patient, but I wasn't sure if I chose the right option.
[AGENT][NEUTRAL] OK, Miss [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Our call gets
[AGENT][NEUTRAL] Ms. [PII], are you there?
[CUSTOMER][NEUTRAL] Yes, can you hear me?
[AGENT][NEUTRAL] Yes I can hear you um can I please get your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, direct line is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK. Name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And policy number is 02264898.
[AGENT][NEUTRAL] Thank you and then can you please give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, it's United Regional Healthcare System.
[AGENT][NEUTRAL] OK, let me pull up that patient real quick so we can get eligibility for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alright perfect if I could just get a reference number for the call please.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Awesome. Thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] That's everything.
[AGENT][POSITIVE] OK, you have a good day and thank you for calling at APL.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye-bye.