AccountId: 011433970860
ContactId: 2147eb33-d416-467c-8314-6322a1edddaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189729 ms
Total Talk Time (AGENT): 61425 ms
Total Talk Time (CUSTOMER): 81823 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/2147eb33-d416-467c-8314-6322a1edddaf_20250314T17:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good afternoon, how are you?
[AGENT][POSITIVE] I'm doing well. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good, thank you for asking. I'm calling to confirm eligibility for one of your members.
[AGENT][NEUTRAL] OK, I can help with eligibility. Can I please get your name and your call back number and the name of the facility you're calling from, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Last initial [PII].
[CUSTOMER][NEUTRAL] I'm calling from Brow Health Co Springs corporate office.
[CUSTOMER][NEUTRAL] And a good call back number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] I'm sorry, I'm
[CUSTOMER][NEUTRAL] I'm so sorry, the last is 5703.
[AGENT][NEUTRAL] 5073.
[AGENT][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] 5703.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, 5703. OK and then what is the patient's um.
[CUSTOMER][NEUTRAL] it
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Name birth and policy number?
[CUSTOMER][NEUTRAL] Give me 1 2nd. The patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is showing to be [PII].
[CUSTOMER][NEUTRAL] And you wanted the policy number?
[CUSTOMER][NEUTRAL] Yes, I'm
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, 02563966.
[CUSTOMER][NEUTRAL] I don't, I don't really know.
[AGENT][NEUTRAL] OK, let me pull that policy up real quick.
[CUSTOMER][NEGATIVE] No for some of them.
[CUSTOMER][NEUTRAL] You know that
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us, and the effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] But sometimes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, now is this her primary or was this be her secondary?
[CUSTOMER][NEUTRAL] OK, I ask.
[AGENT][NEUTRAL] This is secondary.
[CUSTOMER][NEUTRAL] I'm sorry, you said secondary?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. Can I have your name and a reference number for the call if, if any?
[AGENT][NEUTRAL] Yes you can use uh my name [PII] and today is your reference number.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII].
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, well, you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.