AccountId: 011433970860
ContactId: e1f9e26d-c3ec-416d-8230-f2709fcf1d7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103489 ms
Total Talk Time (AGENT): 47922 ms
Total Talk Time (CUSTOMER): 40851 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/e1f9e26d-c3ec-416d-8230-f2709fcf1d7a_20250620T19:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, I'm calling to verify eligibility for coverage.
[AGENT][POSITIVE] OK, sure, I can assist you with that. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and may I have the name of the facility you're calling from from my notes?
[CUSTOMER][NEUTRAL] Ashner Lafayette General Medical Center.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's 02110733.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, the patient is the subscribers spouse [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Perfect. Thank you, [PII]. OK, 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][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, I appreciate your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling ATL. Have a good weekend. Bye bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Mm.