AccountId: 011433970860
ContactId: af1daefe-4345-4b5e-bbac-8d86153612a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134000 ms
Total Talk Time (AGENT): 57521 ms
Total Talk Time (CUSTOMER): 73602 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/af1daefe-4345-4b5e-bbac-8d86153612a2_20250507T14:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from Jackson West Medical Center. I'm calling because I need to verify a patient's eligibility.
[AGENT][POSITIVE] OK, yeah, I can check eligibility for you. I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that one more time?
[AGENT][NEUTRAL] Uh, what, what, what did you say your name was, please?
[CUSTOMER][NEUTRAL] I'm sorry, my name is [PII] and.
[AGENT][POSITIVE] Thank you, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So I see a group number, is that the same?
[AGENT][NEUTRAL] Are you looking at their uh card?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you see anything on there that says in hospital or outpatient certification number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, I see both.
[AGENT][NEUTRAL] OK, um, if you would give me either one of those please.
[CUSTOMER][NEUTRAL] OK, so the inhospital one is 02595972 M as in milk, L as in like 7.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] The name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you so much for verifying all of that, [PII]. So this policy is active. Effective date was [PII], and this is a secondary medical policy. It is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. Can you repeat your name one more time please?
[AGENT][NEUTRAL] Sure, it's [PII] and was there anything else I could help you with?
[CUSTOMER][POSITIVE] Um, no, that's it, thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling ATL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You're welcome bye.
[AGENT][POSITIVE] Thank you. Bye bye.