AccountId: 011433970860
ContactId: f3c7fd43-0e43-4fa4-9bc5-59213fe5340e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101680 ms
Total Talk Time (AGENT): 45384 ms
Total Talk Time (CUSTOMER): 30971 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/f3c7fd43-0e43-4fa4-9bc5-59213fe5340e_20250610T13:09_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a facility to verify eligibility.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's the name of the facility you're calling from, from my own?
[CUSTOMER][NEUTRAL] Uh, Mount Carmel Health System.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, uh, 02633716.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect. Thank you. All right, and you said you need eligibility. We have an effective date of [PII]. It is active at the moment and this is a limited hospital indemnity policy.
[CUSTOMER][POSITIVE] All right perfect thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Um, do you have a, a reference number for the call?
[AGENT][NEUTRAL] We don't. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.