AccountId: 011433970860
ContactId: 0f168031-1da6-430f-bdc3-f3adb7ac10da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147009 ms
Total Talk Time (AGENT): 71850 ms
Total Talk Time (CUSTOMER): 45398 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/0f168031-1da6-430f-bdc3-f3adb7ac10da_20250228T19:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from a facility. I need to advise the entire call will be monitored and recorded for quality and compliance purposes. I'm just calling to verify COB um information for a member and to verify eligibility.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 02063645.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if he has one that's active, might just be a different policy number.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, he does, um, let me know when you're ready and I'll give you this active policy number.
[CUSTOMER][NEUTRAL] OK, sure, go ahead.
[AGENT][NEUTRAL] OK, it is 02566520.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that one's active as of [PII].
[AGENT][NEUTRAL] Of [PII], correct, and it is currently active and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, do you have a group number?
[AGENT][NEUTRAL] Yes, one moment, that group number is 24542.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and then do you have a reference number?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Nope, that's all. Thank you so much for your help, [PII].
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.