AccountId: 011433970860
ContactId: 02b88667-180d-43da-a7ba-9f6f6fbe5a6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98500 ms
Total Talk Time (AGENT): 42538 ms
Total Talk Time (CUSTOMER): 42622 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/02b88667-180d-43da-a7ba-9f6f6fbe5a6d_20250616T13:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my excuse me, hon, excuse me, my name is I I'm sorry, my name is [PII]. I'm calling from Lexington Medical Center. I'm calling for eligibility on a patient, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] OK, number is [PII]. Policy number I have is 02605008.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK, it's gonna be mm [PII] and it's gonna be [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, so active effective [PII], correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much. May I have your, um, um, mm, could you give me your name and a call reference number please?
[AGENT][NEUTRAL] Sure, my name is [PII] First initial [PII] my [PII] name [PII]. So there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] Great and uh thank you so much for your help.
[AGENT][POSITIVE] You're very welcome and thanks for calling APMs. [PII]. I hope you have a great week.
[CUSTOMER][POSITIVE] Thank you you too, [PII] bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.