AccountId: 011433970860
ContactId: ed65fe2a-c4fc-4377-a49c-636511a3d1c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 61759 ms
Total Talk Time (AGENT): 29248 ms
Total Talk Time (CUSTOMER): 24869 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/ed65fe2a-c4fc-4377-a49c-636511a3d1c2_20250305T20:04_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from South Miami Hospital to check eligibility for a patient.
[AGENT][NEUTRAL] I can help with eligibility and I like what is that policy number, please?
[CUSTOMER][NEUTRAL] 02553885
[AGENT][NEUTRAL] 85. Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure. Uh [PII].
[AGENT][NEUTRAL] Thank you. It looks like the policy went into effect. Let's see here, and uh [PII], it is active. Is there anything else besides eligibility that I can help with?
[CUSTOMER][NEUTRAL] No, that's it. [PII]. What is the initial of your last name?
[AGENT][NEUTRAL] It's [PII], and we're going to use that in today's date as our reference.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help and have a good day.
[AGENT][NEUTRAL] OK, thanks for contacting if you have a.