AccountId: 011433970860
ContactId: f5a086a5-6db0-412a-bcbe-93a30d2ec661
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192619 ms
Total Talk Time (AGENT): 91276 ms
Total Talk Time (CUSTOMER): 76539 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/f5a086a5-6db0-412a-bcbe-93a30d2ec661_20250604T20:28_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, good afternoon. My name is [PII]. I'm calling from Baptist Hospital in [PII], wanting to, if possible, verify eligibility for a patient that has already been seen.
[AGENT][NEUTRAL] No, I can certainly have the knowledge. What's that policy number, please?
[CUSTOMER][NEUTRAL] OK. OK. Policy number is 02538440ML8.
[AGENT][NEUTRAL] Thank you. The patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, Mr. [PII], [PII].
[AGENT][POSITIVE] I do appreciate that. Thank you. I like to just have a contact number please, and I think that we're disconnected.
[CUSTOMER][NEUTRAL] I'm sorry, I didn't, I can't hear you clearly.
[AGENT][NEUTRAL] Yes, I'm sorry, um, [PII], can I have a callback number please while I look up the records, please?
[CUSTOMER][NEUTRAL] Uh-huh. Yes, [PII].
[AGENT][NEUTRAL] Thank you. This policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] Now, this is secondary or gap insurance that he gets from his employer, and because he gets it from his employer, it's a group insurance and when they renew is a group.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] They get a new policy number. So, uh, when you're ready, I can give you the new policy number for this number.
[CUSTOMER][POSITIVE] Got it. OK, ready.
[AGENT][NEUTRAL] 02
[AGENT][NEUTRAL] 556-522. It went into effect on [PII]. It is active. Now, is there anything else at all that I can tell you about the secondary gap insurance?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, may I repeat that number?
[AGENT][POSITIVE] Yes, of course.
[CUSTOMER][NEUTRAL] 02556522
[AGENT][NEUTRAL] Uh let's see 0 excuse me, 02556522.
[CUSTOMER][NEUTRAL] OK, got it. And then what I needed to know just to verify is I have the subscriber as um his, his parent, [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And what would be the new group number if there is one?
[AGENT][NEUTRAL] There isn't. It has the same group number and that group number is, um, oh excuse me, I'm sorry, they do have a group number. They did change the group. It's 80094 80094.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 80094. OK, and is there a group name?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Sunshine Gasoline Distributor.
[CUSTOMER][NEUTRAL] OK, Sunshine gasoline.
[CUSTOMER][NEUTRAL] Distributors, alrighty. And is there a reference number for the call?
[AGENT][NEUTRAL] Yes, my name is [PII], and the first letter of my last name is [PII]. We'll use that today's date as a reference. and [PII], is there anything else at all I can tell you about this insurance?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well, thank you very much for contacting UTI. You have a very good afternoon.