AccountId: 011433970860
ContactId: c4ea6d43-d9e6-4c5b-b83e-5ed6add4cffd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145970 ms
Total Talk Time (AGENT): 40713 ms
Total Talk Time (CUSTOMER): 52889 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/c4ea6d43-d9e6-4c5b-b83e-5ed6add4cffd_20250414T12:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was trying to verify eligibility and benefits for a patient please.
[AGENT][NEUTRAL] OK, I can help you. Your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And [PII], uh, what type of benefit office or outpatient facility?
[CUSTOMER][NEUTRAL] Uh we're a hospital and I was trying to verify benefits for inpatient hospital.
[AGENT][NEUTRAL] Inpatient, OK, and what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] The policy number the patient gave me is 02263220.
[AGENT][POSITIVE] And a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's gonna be area code [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] name is [PII].
[CUSTOMER][NEUTRAL] to check um.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And um is she like an exchange plan?
[CUSTOMER][NEUTRAL] Can you transfer me for?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Ma'am, thank you so much I appreciate it.
[AGENT][NEUTRAL] OK, so I'm showing that this policy became effective [PII]. Uh, the policy is no longer active as of [PII] and no active coverage at this time. And did you have any other questions?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, that's also so term 1010 1 2024.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, now [PII], what's the first initial of your last name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.