AccountId: 011433970860
ContactId: 3aeee6ed-e6d2-4b15-a8ac-9281f678d009
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72699 ms
Total Talk Time (AGENT): 27408 ms
Total Talk Time (CUSTOMER): 41431 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/3aeee6ed-e6d2-4b15-a8ac-9281f678d009_20250616T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for contacting ATM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. My name is [PII]. I'm calling from a provider's office to check if a member's policy is currently at this.
[AGENT][NEUTRAL] I can help with eligibility. [PII], what's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Yes, thank you. The policy number is 02517406.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Thank you. The patient is [PII], last name [PII], and [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now, is there anything else I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Let's see, mm, no, that will be all.
[AGENT][POSITIVE] OK, well thank you very much for contacting APL. Have a very good morning. Thank you for calling.
[CUSTOMER][POSITIVE] Thank you