AccountId: 011433970860
ContactId: ff7400c0-d8f8-4b95-b089-e936ca5ffcf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99389 ms
Total Talk Time (AGENT): 48588 ms
Total Talk Time (CUSTOMER): 36259 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/ff7400c0-d8f8-4b95-b089-e936ca5ffcf6_20250327T13:56_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, this is [PII]. I'm calling from Memorial Preservices department. I just need to confirm if a patient has active coverage.
[AGENT][POSITIVE] OK, sure. I can assist you with eligibility, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII]. And I'm sorry, your name was again?
[AGENT][NEUTRAL] My name is [PII]. that's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02478776 ML 7.
[AGENT][NEUTRAL] OK, may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Thank you. And you just need eligibility today?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. All right. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] OK. Sounds great. Is there a call reference number?
[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?
[CUSTOMER][POSITIVE] Uh, no, my darling, that is all. Thank you so much. Have a great day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling ATL. Bye-bye.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][POSITIVE] You're welcome. Bye.