AccountId: 011433970860
ContactId: b5c69bc0-6908-4136-a123-1040d9b56912
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 460070 ms
Total Talk Time (AGENT): 56178 ms
Total Talk Time (CUSTOMER): 37500 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/b5c69bc0-6908-4136-a123-1040d9b56912_20250421T15:56_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling ATO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] So, [PII] last initial [PII]
[CUSTOMER][NEUTRAL] OK, hi, I'm, this is [PII] with Northwest Medical Center. I'm trying to verify eligibility for one of our patients.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility, and I'm sorry, I didn't quite catch your name. Not sure if you said [PII] right now. OK, I know I heard a [PII] somewhere. OK. Uh, and may I
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected Miss [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient policy number?
[CUSTOMER][NEUTRAL] 02273148
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's uh [PII]'s son [PII] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] All right. And you said you need eligibility and we have an effective date of [PII]. It is active at the moment and this is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK, thank you. Do you have a reference number by any chance?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK great thank you so much for your help have a great day.
[AGENT][POSITIVE] You're welcome. You as well, Miss [PII]. Thank you for calling ATL. Have a good week. Bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.