AccountId: 011433970860
ContactId: f8f963b5-c0e6-47c6-ac82-43aaf3fd227a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183690 ms
Total Talk Time (AGENT): 86084 ms
Total Talk Time (CUSTOMER): 46146 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/f8f963b5-c0e6-47c6-ac82-43aaf3fd227a_20250620T16:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling to verify um eligibility for a patient, please.
[AGENT][NEUTRAL] Morning.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII], no extension.
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Memorial Hospital Pembroke.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 01699655 ML 7.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes. Patient [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And let me check and see if we have a different policy. This one is terminated. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, we do have a new one. Let me pull this information. One moment.
[AGENT][NEUTRAL] OK, I did find a new one. Let me give you the new policy number. Let me know when you're ready, Mr. [PII].
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, so that is policy number 02473066.
[AGENT][NEUTRAL] Effective date [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Um, so let me just repeat. It's 02473066 ML 7.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] And then, um, is there a termination date with this policy?
[AGENT][NEUTRAL] No, this one is active [PII] is still showing active at the moment.
[CUSTOMER][NEUTRAL] OK, thank you. Am I able to get a call reference number from you please?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, just the spelling of your name, please.
[AGENT][NEUTRAL] Sure. That's [PII] [PII].
[CUSTOMER][POSITIVE] Thank you so much. I do hope you have a great day.
[AGENT][POSITIVE] You as well and thank you for calling APL. Have a good afternoon, Miss [PII].
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Yeah.