AccountId: 011433970860
ContactId: d57d56f3-04a4-4a00-a5ec-931e57f9497d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97059 ms
Total Talk Time (AGENT): 41228 ms
Total Talk Time (CUSTOMER): 43370 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/d57d56f3-04a4-4a00-a5ec-931e57f9497d_20250224T17:16_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII]. I'm calling from um Baptist Health Hospital. I have a patient here who has, um, the APOS secondary, and I just wanted to make sure that it was active.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 01611704 ML 8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right. And you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, perfect. All right, that'll be everything. Thank you so much.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you for calling ATL. Have a good day. Good week.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.