AccountId: 011433970860
ContactId: 391e3656-9ec1-4808-b406-2af17f665796
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196410 ms
Total Talk Time (AGENT): 57087 ms
Total Talk Time (CUSTOMER): 71276 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/391e3656-9ec1-4808-b406-2af17f665796_20250516T20:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office for checking on an eligibility status for the patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. [PII]. What is your callback number, ma'am, just in case the call is dropped.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] Oh thank you and then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is 01920723 M as in Mike, L as in Lima, 8.
[CUSTOMER][NEUTRAL] Uh, first name is uh [PII]. Last name is uh [PII]. [PII] is the date of birth.
[AGENT][NEUTRAL] OK, and then [PII], what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Kal Anesthesia Associates.
[AGENT][POSITIVE] OK, thank you so much. Let me pull this policy up real.
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] Active policy.
[AGENT][NEUTRAL] And the effective date of her policy is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And current.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Correct, ma'am?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, can you also please help me with the group number?
[AGENT][NEUTRAL] Yes, the group number is 3556.
[CUSTOMER][NEUTRAL] Uh, ma'am, can you please repeat that again? Sorry.
[AGENT][NEUTRAL] It's 235-56.
[CUSTOMER][NEUTRAL] Oh, thank you. And this is uh uh supplemental gap policy?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, thank you. Uh, and ma'am, uh, will the change mailing address be [PII]?
[AGENT][POSITIVE] Yes ma'am, you're correct.
[CUSTOMER][POSITIVE] Thank you so much, ma'am. And uh is there any call reference number for our call or I can use your name?
[AGENT][NEUTRAL] You can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you so much, ma'am. Again, thank you so much.
[AGENT][NEUTRAL] Is that everything I can help you with today, Miss [PII]?
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful weekend. Thanks for calling APL, Miss [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You too, ma'am. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.