AccountId: 011433970860
ContactId: ec2fe6f2-4c7e-4a55-bf8a-ba9dbaf1fbd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105699 ms
Total Talk Time (AGENT): 39541 ms
Total Talk Time (CUSTOMER): 43829 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/ec2fe6f2-4c7e-4a55-bf8a-ba9dbaf1fbd2_20250519T20:46_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, yes, I'm calling from Baptist Hospital in [PII]. My name is [PII]. I'm just calling to see if a patient is currently active with you guys.
[AGENT][NEUTRAL] I can check the eligibility. I have that policy number, please.
[CUSTOMER][NEUTRAL] Yeah, it's uh 01947531.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, uh, yeah, it's, uh, [PII]. Date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Thank you. Is there a callback number I could have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. The policy went into effect on [PII]. It is active. Um, is there any other benefits, anything else that I can tell you about the policy?
[CUSTOMER][NEUTRAL] Could you tell me how much they meant for uh out of pocket I guess?
[CUSTOMER][NEUTRAL] They have like a 5000 per year.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] 5000, uh, yeah, 5000.
[AGENT][NEUTRAL] Right, yes, um, it looks like [PII]'s used all of his benefits for this calendar year. Just let me just check here just to be sure. Yes, so.
[CUSTOMER][NEUTRAL] Uh, oh
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK, that'll be it then thank you. What's your name?
[AGENT][NEUTRAL] OK, my name is [PII], and we'll be back today's day with our resident.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And what would be the reference number for this call?
[AGENT][NEUTRAL] Uh, it's my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Alright thank you have a great day.
[AGENT][POSITIVE] OK, thanks for contacting us you have a good day.