AccountId: 011433970860
ContactId: d8fee358-d531-4160-8a2c-7c005ca6245f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94239 ms
Total Talk Time (AGENT): 46378 ms
Total Talk Time (CUSTOMER): 35511 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/d8fee358-d531-4160-8a2c-7c005ca6245f_20250618T14:40_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Memorial Hospital Miramart. I just need to verify eligibility on a patient.
[AGENT][NEUTRAL] I can help with eligibility. What is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, that would be 02266069, M for Mary, L for Larry, number 7.
[AGENT][NEUTRAL] Thank you. The patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] It's for [PII], [PII].
[AGENT][POSITIVE] I appreciate that. Is there a problem?
[AGENT][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] I'm sorry, I can barely hear you.
[AGENT][POSITIVE] Thank you very much. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. This is a secondary or gap insurance that uh [PII] gets from his employer. When they renew as a group, they always get a new policy number.
[AGENT][NEUTRAL] So, the brand new policy number that went into effect on [PII] and which is active.
[AGENT][NEUTRAL] It's 02556489.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's 02556489. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] 648 mhm.
[CUSTOMER][NEUTRAL] Uh, no, let me just get a call reference number, please.
[AGENT][NEUTRAL] It's my name and today's date. My name is [PII]. The first letter of my last name is [PII]. We'll use that today's date.
[CUSTOMER][POSITIVE] Got it thank you so much for your help.
[AGENT][POSITIVE] Thank you for contacting AC office.