AccountId: 011433970860
ContactId: db3e8036-6c96-49e0-be00-db35673dfffb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104760 ms
Total Talk Time (AGENT): 51869 ms
Total Talk Time (CUSTOMER): 42629 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/db3e8036-6c96-49e0-be00-db35673dfffb_20250102T17:34_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So, this is [PII]. Uh, it's [PII]. I'm with Saint Anthony's Hospital. I need to get eligibility for what looks like a Medicare supplement.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility, Ms. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] 021 318-19 for [PII].
[AGENT][NEUTRAL] OK, what's the date of birth for me?
[AGENT][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Thank you. All right. And let me go ahead and give you 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, I appreciate that very much. uh, do we have reference number for the call today?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] We don't. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Yes, can you give me the spelling of your name and your last initial?
[AGENT][NEUTRAL] Sure. That's [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] All right, thank you very much. You have a pleasant day and a great weekend.
[AGENT][POSITIVE] You as well. Thank you for calling APL. Have a good day, this one.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][POSITIVE] Good.