AccountId: 011433970860
ContactId: eebeffe6-eea0-4617-be79-6fee76d32eed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97099 ms
Total Talk Time (AGENT): 51165 ms
Total Talk Time (CUSTOMER): 46741 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/eebeffe6-eea0-4617-be79-6fee76d32eed_20250304T15:53_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and I would like to verify eligibility for this patient, please.
[AGENT][NEUTRAL] I can certainly help with the eligibility, you know, what's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] OK dear what I have is 02348012.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Well, it's [PII] now. Uh, date of birth [PII].
[AGENT][NEUTRAL] OK, I appreciate that. And um I have to ask, is there a callback number please that I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] OK dear, [PII].
[AGENT][POSITIVE] Thank you very much. Now, they had a policy with us from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Until [PII]. I'm gonna look here really quickly and to see if, if [PII] doesn't have another policy with us, um, just in our own name.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, thank you so much cause I was updating to make sure, you know.
[AGENT][NEUTRAL] R. Sure.
[AGENT][POSITIVE] Sure, absolutely. Yeah, what they have and what they don't have, I, yeah, I get it.
[CUSTOMER][NEUTRAL] Let's do what.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, um, this is their only policy and it is lapsed as of, uh, September, excuse me, [PII].
[CUSTOMER][POSITIVE] OK, dear. I really appreciate that. And that was one of the reasons that I called. I wanted to make sure. Thank you so much. You have a blessed day.
[AGENT][NEUTRAL] She
[AGENT][POSITIVE] OK, well thank you for contacting ETI.