AccountId: 011433970860
ContactId: 3ced5464-9c92-424f-a60e-b130f30c37fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108400 ms
Total Talk Time (AGENT): 52870 ms
Total Talk Time (CUSTOMER): 38319 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/3ced5464-9c92-424f-a60e-b130f30c37fd_20250421T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to check eligibility on a mutual patient, please.
[AGENT][NEUTRAL] I'm so sorry. Uh, it is very difficult to hear you. Could you repeat that?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I am calling to check on eligibility for mutual patient.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 01912866 ML 7.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] born [PII].
[AGENT][POSITIVE] Perfect, thank you so much for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with copay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, and your name again was [PII] you said?
[AGENT][NEUTRAL] Uh, [PII] Was there anything else I could help you with for me now?
[CUSTOMER][NEUTRAL] Now, is there a reference number for our call today?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date and so my last initial is [PII]
[CUSTOMER][POSITIVE] Perfect. OK, thank you for your help.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.