AccountId: 011433970860
ContactId: c1814046-76fd-4352-98ee-a96ad67d34b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138339 ms
Total Talk Time (AGENT): 53589 ms
Total Talk Time (CUSTOMER): 46307 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/c1814046-76fd-4352-98ee-a96ad67d34b1_20250109T21:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yes, this is CC at the Columbia Medical Group. I just wanna verify eligibility for a patient.
[AGENT][NEUTRAL] OK, see, I can help you with eligibility. What is your callback number please just in case our call is disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and and what is the patient's name?
[CUSTOMER][NEUTRAL] Her name is [PII], I think [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And her policy number, please?
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Which number would that be?
[AGENT][NEUTRAL] It may say certificate number it might say uh inpatient or outpatient certificate number.
[CUSTOMER][NEUTRAL] Oh, OK, that's, yeah, there's two numbers on here inpatient and outpatient, but it's 01 on the.
[AGENT][NEUTRAL] Either one of them will work.
[CUSTOMER][NEUTRAL] OK 01622342 M as in Michael L as in Lima 7.
[AGENT][NEUTRAL] OK, let me pull that in real quick.
[AGENT][NEUTRAL] Yeah, that last name is hard to pronounce. we'll just call her [PII].
[AGENT][NEUTRAL] OK, so [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK, that's all I need to know and I can add that onto our chart.
[AGENT][POSITIVE] OK. All right, Ms. [PII]. Well, I hope you have a great day.
[CUSTOMER][POSITIVE] I appreciate it
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Yes ma'am and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye bye.