AccountId: 011433970860
ContactId: ba1d5a87-a0b5-4725-af3e-88c47b86de9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106419 ms
Total Talk Time (AGENT): 51759 ms
Total Talk Time (CUSTOMER): 26330 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/ba1d5a87-a0b5-4725-af3e-88c47b86de9d_20250430T18:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm calling from Beaufort Memorial Hospital. I just wanted to get eligibility for a patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. I'm sure I can assist you with eligibility. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02592452
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you, Ms.er. All right. Um, we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical.
[CUSTOMER][NEUTRAL] OK, and what was your name?
[AGENT][NEUTRAL] My name is [PII]. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] That'll be all.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling ATO. Have a good day.
[CUSTOMER][NEUTRAL] You too.