AccountId: 011433970860
ContactId: c582222c-9fee-4cfc-a249-361d9a3247fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131600 ms
Total Talk Time (AGENT): 49330 ms
Total Talk Time (CUSTOMER): 61133 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/c582222c-9fee-4cfc-a249-361d9a3247fe_20250401T14:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Homestead Hospital's registration. Um, I'm calling to verify your patient's insurance.
[AGENT][NEUTRAL] Sure, I can check that eligibility for you. I'm sorry, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK thank you and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] Alright thank you and then did you have that policy number?
[CUSTOMER][POSITIVE] Yes, I do.
[CUSTOMER][NEUTRAL] Um, policy number is 01622834 M as in Mike.
[CUSTOMER][NEUTRAL] L as in Lima, 8.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Date of birth is um [PII]. Last name is [PII] First name is [PII], [PII]
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All righty. And all set. I just need, um, can I have your first, your, your first name and initial of your last name, please, I guess.
[AGENT][NEUTRAL] Sure, uh, my name is spelled [PII] Last [PII] is [PII] Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No, that was all thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Likewise, take care.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.