AccountId: 011433970860
ContactId: a88e40c2-95e7-4756-b853-c2cc56820abe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106239 ms
Total Talk Time (AGENT): 49715 ms
Total Talk Time (CUSTOMER): 35869 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/a88e40c2-95e7-4756-b853-c2cc56820abe_20250509T13:36_UTC.wav
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[AGENT][POSITIVE] And thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] from Baptist Hospital. I need to verify eligibility for a patient.
[AGENT][NEUTRAL] I'm sure, so I can assist you with eligibility. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02248792.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK, and what is the group name and group number?
[AGENT][NEUTRAL] Um, the group number is 25647.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the group name is Health Holdings Company.
[CUSTOMER][NEUTRAL] OK, and he is the policy holder, correct?
[AGENT][NEUTRAL] Yes, ma'am, he is.
[CUSTOMER][POSITIVE] OK. All right, that's all I needed. Thank you so much.
[AGENT][POSITIVE] OK, since there isn't anything else I can assist you with, [PII], I thank you for calling APL and you have a great weekend. Mm bye.
[CUSTOMER][POSITIVE] Thank you thank you you too bye bye.
[AGENT][POSITIVE] Thank you.