AccountId: 011433970860
ContactId: a31efba7-07af-4a2c-9103-36a538726fb9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83540 ms
Total Talk Time (AGENT): 33041 ms
Total Talk Time (CUSTOMER): 38289 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/a31efba7-07af-4a2c-9103-36a538726fb9_20250121T19:29_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from MESC Hospital Authority. Can you verify eligibility on a patient for me?
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Mhm [PII].
[CUSTOMER][NEUTRAL] And the policy is 023893887.
[AGENT][NEUTRAL] Thank you. And could you verify the patient's name and date of birth for me, [PII]?
[CUSTOMER][NEUTRAL] Uh huh, it's [PII] [PII] [PII].
[AGENT][NEUTRAL] You're calling to verify eligibility for outpatient services correct?
[CUSTOMER][NEUTRAL] Um, yes ma'am, yes ma'am.
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active.
[CUSTOMER][POSITIVE] Perfect, thank you. Alright, [PII], is there a reference number for this call?
[AGENT][NEUTRAL] We don't provide reference numbers. However, you can use my name in today's date as a reference. It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alrighty thank you so much you have a good day.
[AGENT][POSITIVE] You're welcome, thanks for calling ATL and have a great day.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][NEUTRAL] Bye.