AccountId: 011433970860
ContactId: ea67df1d-0c2a-4854-b24d-3795d33eb277
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113959 ms
Total Talk Time (AGENT): 61122 ms
Total Talk Time (CUSTOMER): 40726 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/ea67df1d-0c2a-4854-b24d-3795d33eb277_20250218T13:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. My name is.
[CUSTOMER][NEUTRAL] He's already got
[CUSTOMER][NEUTRAL] I'm not too sure, but you can ask her.
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify eligibility for a patient here in the ER.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, it's going to be [PII].
[AGENT][POSITIVE] Thank you, [PII], and what is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], what is that policy number for the patient, please, ma'am?
[CUSTOMER][NEUTRAL] I have 02404592ML8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] uh [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And I can help you with eligibility for [PII]. I am showing that her policy is active. Effective date is [PII], and this is a secondary policy to the policyholder's major medical insurance. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yes, I just wanna verify the group number is 26064 correct?
[AGENT][NEUTRAL] I can verify that for you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 26064, yes, ma'am.
[CUSTOMER][NEUTRAL] OK perfect and do you mind if I have your name and first initial of your last name?
[AGENT][NEUTRAL] Sure, and the reference number would be my name and today's date, and my name is [PII].
[CUSTOMER][POSITIVE] Alrighty thank you so much [PII]. I hope you have a good day.
[AGENT][POSITIVE] [PII], it was a pleasure to assist you with that eligibility. Thank you for calling ATL, and I hope you have a wonderful day as well. Take care.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye-bye.