AccountId: 011433970860
ContactId: fe49501f-27e3-4c3a-abb5-baa6a5bc8f74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119800 ms
Total Talk Time (AGENT): 43234 ms
Total Talk Time (CUSTOMER): 39658 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/fe49501f-27e3-4c3a-abb5-baa6a5bc8f74_20250512T18:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Christa Cinera's Hospital trying to view eligibility, uh, for a patient that presented me with this American Public Life card.
[AGENT][NEUTRAL] Thank you, Miss [PII], and can you repeat the um name of the facility you're calling from one more time please?
[CUSTOMER][NEUTRAL] Yeah, Christa Santa Rosa Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you and may I get your callback number ma'am just in case the call is disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] 02451509
[AGENT][NEUTRAL] OK, let me look her up.
[AGENT][POSITIVE] Alright, I do show that [PII] does have an active policy with us.
[AGENT][NEUTRAL] And her effective date of her policy is [PII].
[AGENT][NEUTRAL] And everything is current.
[CUSTOMER][NEUTRAL] OK, and the last initial to your name [PII]?
[AGENT][NEUTRAL] It's A
[CUSTOMER][NEUTRAL] OK, do you have a reference number for a call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I