AccountId: 011433970860
ContactId: 36c10db0-2d11-4ca0-914b-9ae2b79fff9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308970 ms
Total Talk Time (AGENT): 69912 ms
Total Talk Time (CUSTOMER): 57580 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/36c10db0-2d11-4ca0-914b-9ae2b79fff9a_20250314T16:30_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 to get benefits and eligibility for a member.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits and eligibility. Can I please get your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, Charlie Health or CHMH Services, that phone number is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII] and that's correct.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the name of the patient and their date of birth and policy number?
[CUSTOMER][NEUTRAL] [PII]. Um date of birth [PII]. The member ID is going to be 02599329.
[AGENT][NEUTRAL] OK, let me look them up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy, and the effective date of her policy is [PII].
[AGENT][NEUTRAL] And this is just to verify benefits it's not a guarantee of payment. If you give me your fax number I can send you a fax back with the complete benefit breakdown and fee schedule.
[CUSTOMER][NEUTRAL] OK, give me one moment, let me get that fax number.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a cold while I get that fax ready for you and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] OK, and um if I can get a reference number for this call.
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] in today's date.
[CUSTOMER][NEUTRAL] OK. And you did say that policy begins on [PII], correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] You're welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that'll be all for today.
[AGENT][POSITIVE] OK well you have a great weekend and thanks for calling APL.
[CUSTOMER][POSITIVE] OK, thank you. You too.
[AGENT][NEUTRAL] Bye-bye, ma'am.