AccountId: 011433970860
ContactId: 01070d23-f85f-4d31-9632-45df9cdd2f78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120019 ms
Total Talk Time (AGENT): 49859 ms
Total Talk Time (CUSTOMER): 59520 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/01070d23-f85f-4d31-9632-45df9cdd2f78_20250317T19:59_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office regarding member eligibility.
[AGENT][NEUTRAL] I can help with eligibility. What's the policy number, please?
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEUTRAL] Policy number will be 02451595.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh my first name is [PII] and the last name is [PII], with the date of birth, [PII].
[AGENT][POSITIVE] I appreciate that. And is there a um callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Mhm. Callback number will be [PII] with an extension [PII].
[AGENT][NEUTRAL] Thank you. Now, you mentioned wanting to know about the eligibility. Uh, it went into effect on [PII]. It is active. Is there anything else I can tell you besides the eligibility of the policy?
[CUSTOMER][NEUTRAL] Yep, uh, may I also know the group number for the member plan?
[AGENT][NEUTRAL] Yes, the group number for this.
[AGENT][NEUTRAL] It's 18693.
[CUSTOMER][NEUTRAL] Thank you. And uh it's a gap policy, right?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] Thank you so much for that. And one last question. May I know whether the member [PII] is a subscriber or a dependent in the plan?
[AGENT][NEUTRAL] Uh, and, uh, that is dependent on the on the plan.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you so much for that. And [PII], is there a possible chance to get the subscriber's name of the plan?
[AGENT][NEUTRAL] The uh uh I can't tell you the subscriber's name. Uh, no, I'm sorry, I couldn't tell you that over the phone.
[CUSTOMER][POSITIVE] Uh, no problem. Uh, no problem. Thank you so much for that. And that's all for today. [PII], may I have a reference number for our call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We'll use that today's date as a reference. Is there anything else at all I can help with today?
[CUSTOMER][POSITIVE] Oh, that's all for today. Thank you so much for that and have a great day. Stay safe.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks for contacting APL Have a very good day.