AccountId: 011433970860
ContactId: 287baa3a-438c-4f59-b61e-6ae0c7f12802
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170779 ms
Total Talk Time (AGENT): 55063 ms
Total Talk Time (CUSTOMER): 80642 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/287baa3a-438c-4f59-b61e-6ae0c7f12802_20250424T18:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's facility to check the patient's eligibility and benefits. Could you please spell out your name?
[AGENT][NEUTRAL] Sure. My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[AGENT][NEUTRAL] You're welcome. And you said you need eligibility today, correct?
[CUSTOMER][POSITIVE] Yes, you're right.
[AGENT][NEUTRAL] OK. Uh, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, our callback number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, the member ID is 01868886.
[AGENT][NEUTRAL] All right. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, the patient's first name is spelled like S [PII], and the last name is spelled like [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. All right, um, we have an effective date of [PII] and the policy terminated [PII].
[CUSTOMER][NEUTRAL] OK. That is, the effective date is [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK could you please repeat the termination date?
[AGENT][NEUTRAL] Sure, [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for that.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And you stated that the policy is inactive and the effective date is [PII] and it is terminated on [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And may I have the call reference number for this call?
[AGENT][NEUTRAL] And we don't have reference numbers. You can use my name in today's date if you like, Miss [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for your assistance. So. Have a great day. Take care. Bye-bye.
[AGENT][POSITIVE] You're welcome. You as well thank you for calling ATL. Bye-bye, Miss [PII].
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.