AccountId: 011433970860
ContactId: eb8d90e1-5cc3-4d61-98da-1847eaa14cf5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57959 ms
Total Talk Time (AGENT): 24596 ms
Total Talk Time (CUSTOMER): 24518 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/eb8d90e1-5cc3-4d61-98da-1847eaa14cf5_20250224T13:27_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, Ms. [PII]. My name is [PII]. I'm calling from University of Miami Hospital. I need to verify eligibility, please.
[AGENT][NEUTRAL] I can help with eligibility. Shall I, what is the policy number we're looking at today?
[CUSTOMER][NEUTRAL] 249-762-5
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Are
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Thank you. I need a callback number, please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII], directly.
[AGENT][NEUTRAL] Thank you. Uh, the policy went into effect on [PII]. It is active. Is there anything else at all, [PII], I can tell you about the policy besides this eligibility?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much.
[AGENT][POSITIVE] OK, well thank you for contacting ATL. Have a very good morning.