AccountId: 011433970860
ContactId: bd342802-8c8c-4e7c-8b72-0226b818f549
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86260 ms
Total Talk Time (AGENT): 40090 ms
Total Talk Time (CUSTOMER): 31040 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/bd342802-8c8c-4e7c-8b72-0226b818f549_20250409T19:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Homestead Hospital emergency room registration. I need to verify eligibility for a member.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02019804 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect. Thank you, Ms. [PII]. OK, and you said you need reility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK and um what what's the um what's your name? How do you spell your 1st 1st name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] OK, alright, that's all I need thank you so much.
[AGENT][POSITIVE] Mhm. You're welcome and thank you for calling APO. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] OK you too bye.
[AGENT][NEUTRAL] The