AccountId: 011433970860
ContactId: c389d3f5-1785-4f93-a776-a9b1c25b07ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152960 ms
Total Talk Time (AGENT): 58241 ms
Total Talk Time (CUSTOMER): 35055 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/c389d3f5-1785-4f93-a776-a9b1c25b07ec_20250502T18:47_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling ATL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Baptist Hospital, calling to verify eligibility for a patient.
[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] 136
[CUSTOMER][NEUTRAL] 973 9 ML8.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you, Miss [PII]. Let me check and see if I have a new policy. This one is terminated, OK? One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I do have a new one. OK, one moment, let me pull up.
[AGENT][NEUTRAL] OK, let me start off by giving you the correct policy number. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, the correct policy number is 02.
[AGENT][NEUTRAL] 513165.
[CUSTOMER][NEUTRAL] OK, just to repeat it back, I have 02513165.
[AGENT][NEUTRAL] Yes. And the effective date is [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK. And then what was your name again? I'm sorry?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much I really appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye