AccountId: 011433970860
ContactId: 0335c1a3-7222-4e5e-b4ae-52d540c75b83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270179 ms
Total Talk Time (AGENT): 95574 ms
Total Talk Time (CUSTOMER): 87272 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/0335c1a3-7222-4e5e-b4ae-52d540c75b83_20250113T15:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to verify coverage on a couple of patients please.
[AGENT][POSITIVE] OK, I can help you with uh eligibility and benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] It's [PII] and the phone number is [PII].
[AGENT][NEUTRAL] OK, Miss [PII], what is the patient's name?
[CUSTOMER][NEUTRAL] Did you say member ID? I'm sorry, the phone cut out.
[AGENT][NEUTRAL] I'm sorry, no, the patient's name please.
[CUSTOMER][NEUTRAL] OK, patient's name.
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] OK, what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Do I need to spell that?
[CUSTOMER][NEUTRAL] OK, um, [PII].
[AGENT][NEUTRAL] [PII] OK and what is his policy number please?
[CUSTOMER][NEUTRAL] It is 00603464.
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I do show that [PII] does have an active policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And his effective date is [PII].
[AGENT][NEUTRAL] And if you give me your fax number, I'm going to send you a fax back that will have benefit breakdown and procedures and amounts payable and limitations on it.
[CUSTOMER][NEUTRAL] Um, if it's still the same as it was last year, then I'll just use the one that we had from last year. OK, I'll just use the one that we already have then. Alrighty, and let me know when you are ready for the next patient.
[AGENT][NEUTRAL] Yes, ma'am, it is.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm ready for them.
[CUSTOMER][NEUTRAL] OK, um, do you want the member ID first or do you want the name?
[AGENT][NEUTRAL] The name first, please.
[CUSTOMER][NEUTRAL] OK, um, [PII].
[AGENT][NEUTRAL] OK. And then what is [PII]'s policy number?
[CUSTOMER][NEUTRAL] 607-547
[AGENT][NEUTRAL] OK, and his date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me pull him up. Let me add my note to this one real quick and then I'll pull him up.
[CUSTOMER][NEUTRAL] Mhm, OK.
[AGENT][NEUTRAL] And that policy number for [PII] was 601547.
[CUSTOMER][NEUTRAL] 607-547
[AGENT][NEUTRAL] OK, 60754. I couldn't read my own writing.
[CUSTOMER][NEUTRAL] It's only Monday.
[AGENT][NEUTRAL] Right? No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Windows
[AGENT][NEUTRAL] Alright, looking at [PII], I do see that [PII] does have an active policy and his effective date is also [PII].
[CUSTOMER][NEUTRAL] OK perfect and then if it is still the same as it was last year I'll just use that like I will the other one.
[AGENT][NEUTRAL] Yes, ma'am, it is.
[CUSTOMER][POSITIVE] OK, alrighty, that is everything I needed then.
[AGENT][POSITIVE] Alright, thank you so much for calling APL, Miss [PII]. I hope you have a good rest of your week.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Yes, ma'am, and you too.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.
[CUSTOMER][NEUTRAL] Bye.