AccountId: 011433970860
ContactId: 11824d20-e119-4df0-a800-cef343250854
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135649 ms
Total Talk Time (AGENT): 63075 ms
Total Talk Time (CUSTOMER): 44211 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/11824d20-e119-4df0-a800-cef343250854_20250422T16:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling to check on a member's benefits, outpatient benefits, please.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, that's going to be 1455855 ML 8.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. Thanks again and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII], and this policy expired on [PII], and I'm not showing any active policies in the system.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, it's, when was the eligibility story from the beginning.
[AGENT][NEUTRAL] The affected date is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm mhm.
[AGENT][NEUTRAL] The effective date was [PII].
[AGENT][NEUTRAL] That was the effective date and the policy.
[CUSTOMER][NEGATIVE] OK, and it expires.
[AGENT][NEUTRAL] Right, it expired [PII].
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, um, I'll go ahead and take a call reference number please.
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. And again, my name is [PII] spelled [PII] Last initial [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That's it. Thank you. Have a nice day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.