AccountId: 011433970860
ContactId: 23d0c135-90c8-4205-a563-2b256a7c39fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131979 ms
Total Talk Time (AGENT): 51328 ms
Total Talk Time (CUSTOMER): 59909 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/23d0c135-90c8-4205-a563-2b256a7c39fc_20250519T17:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from a provider's office. I have a member ID. I want to obtain eligibility and would like to verify the billing address and want to know if there is any in-network remaining deductible for this member ID.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and benefits. May I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it is [PII] direct line.
[AGENT][NEUTRAL] Thank you, and then what is the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, it is the policy number is 02467658 and the name is Male [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you sir let me pull up that member.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that this policy for Min is no longer active. The policy terminated on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we do not have any active policies on file at this time for this member.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK. And uh you said your name. I couldn't understand.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] OK, that will be all. Thank you so much.
[AGENT][POSITIVE] You're so very welcome, [PII]. Is that's everything you said I can help you with today?
[CUSTOMER][POSITIVE] Yeah, yeah. That will be all. Thank you.
[AGENT][POSITIVE] Alright. Well, you have a good day and thank you for calling.