AccountId: 011433970860
ContactId: a0955bdd-e860-4482-8a22-38f0cb2e2b91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98690 ms
Total Talk Time (AGENT): 31578 ms
Total Talk Time (CUSTOMER): 32262 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/a0955bdd-e860-4482-8a22-38f0cb2e2b91_20250326T12:22_UTC.wav
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[AGENT][NEUTRAL] For calling ATL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Saint Francis Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] I can help you, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] 02579321.
[AGENT][NEUTRAL] And also to get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], direct line.
[AGENT][POSITIVE] Thank thank you one moment.
[CUSTOMER][POSITIVE] Yes, ma'am, thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you for that information, [PII] and you're just wanting the eligibility dates?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alright, I have that information. I'm showing the effective date is [PII]. Uh, policy is active at this time and any other questions?
[CUSTOMER][POSITIVE] Thank you so much. Is it any co reference number?
[AGENT][NEUTRAL] My name in today's date, T O N Y A, first initial last name is [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][POSITIVE] No, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.