AccountId: 011433970860
ContactId: c8b2aaa9-114e-4457-ae65-2bb0894dbf82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111790 ms
Total Talk Time (AGENT): 46262 ms
Total Talk Time (CUSTOMER): 23619 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/c8b2aaa9-114e-4457-ae65-2bb0894dbf82_20250602T18:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah [PII], this is [PII] and I'm calling from Northeast Regional Medical Center and I was needing to verify a patient's eligibility.
[AGENT][NEUTRAL] OK. I'm happy to check on eligibility today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 134,190
[AGENT][NEUTRAL] Hold that up here one moment.
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, 134,190 is what you have as a certificate or a policy number?
[CUSTOMER][NEUTRAL] 1,341,910
[AGENT][NEUTRAL] Alright, thank you so much. So patient is active. The effective date is [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, do you have a call reference number?
[AGENT][NEUTRAL] Yeah, that is my name with today's date. My name again is [PII], initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] Mm you too bye bye.