AccountId: 011433970860
ContactId: cfd62d2e-3812-480f-954f-7ad2ab426664
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150490 ms
Total Talk Time (AGENT): 47251 ms
Total Talk Time (CUSTOMER): 51029 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/cfd62d2e-3812-480f-954f-7ad2ab426664_20250217T16:12_UTC.wav
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[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, good morning. You said your name is [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] You said your name is [PII]?
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to check um patient eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] 276.
[CUSTOMER][NEUTRAL] To to 61.
[AGENT][NEUTRAL] Thank you. And then what is the name you're calling, uh, the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Memorial Regional Hospital.
[AGENT][NEUTRAL] OK, and what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] 016.
[CUSTOMER][NEUTRAL] 55037.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII].
[CUSTOMER][NEUTRAL] To the present.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Thank you. And I'm sorry, you said your name is [PII]?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And can I have a reference number for today's call?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you very much. Have a great day.
[AGENT][POSITIVE] You too, Ms. [PII]. You have a good week and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm bye bye.
[CUSTOMER][NEUTRAL] Right.