AccountId: 011433970860
ContactId: d8fe5a4f-21b8-43df-836c-fa952235b856
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98849 ms
Total Talk Time (AGENT): 44619 ms
Total Talk Time (CUSTOMER): 26015 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/d8fe5a4f-21b8-43df-836c-fa952235b856_20250424T13:19_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] I'm calling to verify patient eligibility.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility and may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and you're calling from which facility for my notation?
[CUSTOMER][NEUTRAL] Boca Raton Regional Hospital.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01975687 ML8
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is the, I mean, [PII].
[AGENT][NEUTRAL] Perfect. Thank you. You said 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][POSITIVE] OK, that was all I needed to know. Thank you for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling ATO. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.