AccountId: 011433970860
ContactId: 1e7ee387-a885-411b-82ef-160027cc319d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157330 ms
Total Talk Time (AGENT): 61778 ms
Total Talk Time (CUSTOMER): 47883 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/1e7ee387-a885-411b-82ef-160027cc319d_20250228T16:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] with uh Neighborhood Medical Clinic.
[AGENT][POSITIVE] Yes, ma'am. How can I help you today, [PII]?
[CUSTOMER][NEUTRAL] Uh, the reason
[CUSTOMER][NEUTRAL] The reason why I was calling, I have a patient that'd be coming in and I just wanted to verify his benefits.
[AGENT][NEUTRAL] OK, you, do you also need eligibility or only benefit information?
[CUSTOMER][NEUTRAL] Well, I just wanna make sure, yeah, eligibility, um, eligibility and what is his benefits.
[AGENT][POSITIVE] Yes ma'am, I can help you with those things. Uh-huh.
[CUSTOMER][NEUTRAL] I mean, I mean,
[CUSTOMER][NEUTRAL] OK. Effective date, yeah, and all that.
[AGENT][NEUTRAL] Yes, and what is your callback, [PII]? Your callback number?
[CUSTOMER][NEUTRAL] Our call back is [PII] option three.
[AGENT][NEUTRAL] OK, thank you. And then what is the member's policy number, please?
[CUSTOMER][NEUTRAL] It's gonna be 02406191.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] Containing any any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do see that he had been the subscriber on this policy, but this policy number that you provided for me is no longer active.
[AGENT][NEUTRAL] This policy termed 10-1-2024.
[CUSTOMER][NEUTRAL] 101, OK, 10.
[AGENT][NEUTRAL] Let me see if, mhm, yeah, let me, and he does not.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I need to update that and give him a phone call.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. That's it. Let me call the patient and see what he's got.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL and I hope you have a great weekend.
[CUSTOMER][POSITIVE] Oh you too thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] All right, bye-bye.