AccountId: 011433970860
ContactId: ddba70f8-0a00-4057-bbc4-d64f6cdee2e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116500 ms
Total Talk Time (AGENT): 54940 ms
Total Talk Time (CUSTOMER): 48950 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/ddba70f8-0a00-4057-bbc4-d64f6cdee2e6_20250508T18:01_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good afternoon. My name is [PII] calling from Baptist Hospital in [PII], wanting to verify eligibility for um a patient that has already been seen.
[AGENT][POSITIVE] Yes, I can certainly help with eligibility. Now, what's that policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 262-0915.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh [PII], let me spell it. The first name is [PII] Last name is [PII], and date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII], and it is active. Now, this is a secondary or gap insurance. Um, is there anything in particular that I could tell you about the policy or is it just the eligibility?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, the only other thing I need that they didn't enter was if there's a group name or a group number attached to the policy.
[AGENT][NEUTRAL] Yes, the group number is 26,530.
[AGENT][NEUTRAL] And the group name for that is um C1, C as in cat, 1, International Miami.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So C1 International M.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Got it. All [PII]. And I'm sorry, I didn't catch your name at the beginning.
[AGENT][NEUTRAL] Yes, my name is [PII], and the first letter of my last name is [PII]. We're gonna use that in today's date as our reference.
[CUSTOMER][POSITIVE] Perfect. Alrighty, thank you, Ms. [PII]. I appreciate your time.
[AGENT][POSITIVE] Thank you for contacting UT have a good day.