AccountId: 011433970860
ContactId: a50a7ca8-eacf-4976-b6cb-b49254ebd9aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85300 ms
Total Talk Time (AGENT): 40550 ms
Total Talk Time (CUSTOMER): 25248 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/a50a7ca8-eacf-4976-b6cb-b49254ebd9aa_20250513T13:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Baptist Hospital calling just to verify eligibility for a patient.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check on eligibility for you today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 02609956
[AGENT][NEUTRAL] Thank you. And then for documentation, do you have a good callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] The patient is active. Effective date on here is [PII]. We are the members secondary insurance, so this covers deductible, co-pay, co-insurance of primary does not.
[CUSTOMER][NEUTRAL] OK, perfect. And you said your name was [PII], correct?
[AGENT][NEUTRAL] Uh-huh. [PII] and the initial to my last name is [PII]. That's the call reference for today's date.
[CUSTOMER][POSITIVE] OK, thank you so much I really appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.