AccountId: 011433970860
ContactId: 1da80ebf-bde0-4d59-9f8d-945930ebb634
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94860 ms
Total Talk Time (AGENT): 37873 ms
Total Talk Time (CUSTOMER): 46207 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/1da80ebf-bde0-4d59-9f8d-945930ebb634_20250509T13:58_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good morning. This is [PII] over at [PII]. I'm calling to just to verify eligibility on a patient's med gap, uh, plan, or Medlink select plan.
[AGENT][NEUTRAL] I can help with
[AGENT][NEUTRAL] So, I can certainly help with eligibility. What's that policy number, please?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 022 03945 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK, thank you very much and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Is there anything else at all that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Uh, no, I just need the eligibility and it doesn't require authorizations, correct?
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] No, it does not. Um, you would, you might need that with the, uh, primary insurance or not with us.
[CUSTOMER][NEUTRAL] OK, that's what I thought and what was your name again?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII], and we'll use that today's date as our reference.
[CUSTOMER][POSITIVE] Got it thank you so much [PII] you have a nice weekend.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thanks for contacting AP have a