AccountId: 011433970860
ContactId: b8e93c32-1348-402d-9273-b209ec26f10e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115260 ms
Total Talk Time (AGENT): 50271 ms
Total Talk Time (CUSTOMER): 45329 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/b8e93c32-1348-402d-9273-b209ec26f10e_20250107T20:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. Uh, my name is [PII] and I'm calling from Holy Cross Hospital, um, regarding a mutual patient. I need to check eligibility.
[AGENT][POSITIVE] OK, yeah, I can check eligibility for you. I'm so sorry, what did you say your name was?
[CUSTOMER][POSITIVE] Um, [PII].
[AGENT][NEUTRAL] Oh, OK, and can I get a good call back number from you first just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Mm, outpatient OK 018.
[CUSTOMER][NEUTRAL] 771.
[CUSTOMER][NEUTRAL] 40 M as in Mary, L 8.
[AGENT][NEUTRAL] OK, thank you. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um last name is [PII], [PII], first name [PII]
[CUSTOMER][NEUTRAL] Um, date of birth [PII].
[AGENT][NEUTRAL] OK, perfect, thank you for verifying that [PII]. So this policy is active. Effective date was [PII], 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][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you have a reference number for me?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Last [PII] And was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that is it for today. Thank you.
[AGENT][POSITIVE] Alright, good, thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.