AccountId: 011433970860
ContactId: ea4d81a6-d6ed-42a9-9ba3-8e85f33b3230
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103120 ms
Total Talk Time (AGENT): 44613 ms
Total Talk Time (CUSTOMER): 36671 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/ea4d81a6-d6ed-42a9-9ba3-8e85f33b3230_20250623T14:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling on behalf of a patient that's currently at our urgent care just to check for um eligibility.
[AGENT][NEUTRAL] Morning.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[AGENT][NEUTRAL] Thank you. And what is the name of the urgent care?
[CUSTOMER][NEUTRAL] It's a Baptist South Florida Urgent Care.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02212315 ML 8.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Mhm. Thank you. OK. 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] Perfect thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you very much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good week.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.