AccountId: 011433970860
ContactId: c843f149-fd82-48ef-bd10-8f54328163c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104779 ms
Total Talk Time (AGENT): 43401 ms
Total Talk Time (CUSTOMER): 53931 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/c843f149-fd82-48ef-bd10-8f54328163c2_20250109T16:36_UTC.wav
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[AGENT][NEUTRAL] Me too, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, Ms. [PII]. My name is [PII]. I'm with the Children's Hospital of the King's Daughters, and I was just calling in today because I have a patient that has an upcoming appointment and I just wanted to verify um this insurance.
[AGENT][NEUTRAL] Yes, I can help with eligibility. And what is the policy number, please, [PII]?
[CUSTOMER][POSITIVE] Absolutely, thank you. It's gonna be 02440118.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please?
[CUSTOMER][NEUTRAL] Absolutely. First name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely it's gonna be [PII] and that's a direct line.
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now, this is a secondary or gap insurance. It's meant to pick up the deductible, co-payment, or co-insurance from their major medical. Is there anything else besides eligibility that I can tell you about the, the policy?
[CUSTOMER][POSITIVE] No, that's um perfect. Thank you so much. I just um do you guys have like a reference number that I could take down?
[AGENT][NEUTRAL] Well, it's my name and it's [PII] The first initial to my last name is [PII], and we're gonna use that today's date as our reference.
[CUSTOMER][NEUTRAL] OK, perfect. And just to make sure, you said [PII], correct?
[AGENT][POSITIVE] But that's correct, yes.
[CUSTOMER][POSITIVE] All right, thank you so much for all of your help today, [PII]. I truly appreciate you.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thanks for contacting ATL. Have a good day.