AccountId: 011433970860
ContactId: 24c51c22-05aa-4538-8dc4-4741213d2598
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120400 ms
Total Talk Time (AGENT): 41172 ms
Total Talk Time (CUSTOMER): 38360 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/24c51c22-05aa-4538-8dc4-4741213d2598_20250205T16:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is how may I assist you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] and Doctor [PII]'s office. We have a patient who has the APL insurance secondary to their Medicare replacement plan. I was calling to verify coverage, please.
[AGENT][NEUTRAL] OK, sure, I can assist you with coverage uh and may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 01816167.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII]. Um, this particular policy was effective from [PII] and it terminated [PII]. So there's no other active policies for this member.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right well I will call and check with the patient then.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] All right thank you.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's it.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Right.