AccountId: 011433970860
ContactId: ed9613b5-1e14-491c-8d06-9c80d163f040
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64260 ms
Total Talk Time (AGENT): 25419 ms
Total Talk Time (CUSTOMER): 27929 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/ed9613b5-1e14-491c-8d06-9c80d163f040_20250620T15:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from a hospital to verify eligibility for a patient.
[AGENT][NEUTRAL] Sure [PII], I could assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII]. The policy is 02473459ML8.
[AGENT][NEUTRAL] Thank you, just could you verify that patient's name and date of birth that you're calling to verify benefits for and I'll be able to assist you.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] It's just to verify eligibility to confirm it's active.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] And that is all. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling ATL and have a great day. Goodbye.
[CUSTOMER][NEUTRAL] You too.