AccountId: 011433970860
ContactId: ae177c1d-8e9d-47ad-817c-e73a16949334
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99900 ms
Total Talk Time (AGENT): 45039 ms
Total Talk Time (CUSTOMER): 40155 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/ae177c1d-8e9d-47ad-817c-e73a16949334_20250523T16:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Holy Cross Hospital. I'm calling.
[CUSTOMER][NEUTRAL] To verify eligibility and a patient scheduled to come in on Tuesday.
[AGENT][NEUTRAL] OK, I could check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Sure. 01988259 ML 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. uh, so this policy is active, effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] Thank you very much [PII]. Can I have the initial of your last name?
[AGENT][NEUTRAL] Sure, that's [PII]. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No thank you. May I have a reference number for the call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] Thank you very much, [PII]. You have a wonderful day and happy holidays to you. All right, thanks. OK. All right, goodbye.
[AGENT][POSITIVE] Of course. Yeah, thank you. You too. You too. Thank you. Bye-bye.