AccountId: 011433970860
ContactId: a5a3dcbf-8504-48f6-96a6-d88ce58fc56d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194660 ms
Total Talk Time (AGENT): 73448 ms
Total Talk Time (CUSTOMER): 49398 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/a5a3dcbf-8504-48f6-96a6-d88ce58fc56d_20250310T15:18_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], my name's [PII]. I'm calling from Emory Saint Joseph's Hospital. I need to verify eligibility and claim status.
[AGENT][NEUTRAL] OK, I can help you with both eligibility and claim status. um Miss [PII], what is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Oh really?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what is the policy number please?
[CUSTOMER][NEUTRAL] 02157925
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that this policy for Agnes is no longer effective. The lapse date on the policy is [PII].
[CUSTOMER][NEUTRAL] Oh, OK, can you, um, repeat the effect of the term date, please? I, I apologize. I broke up a little bit.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] This policy's effective date was.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy lapsed on [PII].
[CUSTOMER][NEUTRAL] OK, did she have any coverage in [PII]?
[AGENT][NEUTRAL] But like.
[AGENT][NEUTRAL] She did have a hospital indemnity plan from [PII].
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] OK, I need a call reference number please.
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date. My name is [PII]
[CUSTOMER][NEUTRAL] Last initial please.
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] All right thank you I hope you have a good day.
[AGENT][POSITIVE] You're very welcome, Miss. [PII]. Hope you have a wonderful week. Thanks for calling APO bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][POSITIVE] Alright, me too, uh thank you bye bye.