AccountId: 011433970860
ContactId: 3d0226a0-dd33-4e70-aac2-89583a99e0d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111669 ms
Total Talk Time (AGENT): 55889 ms
Total Talk Time (CUSTOMER): 43487 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/3d0226a0-dd33-4e70-aac2-89583a99e0d8_20250527T17:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Yes, my name is [PII]. I'm calling from UCLA. I'm trying to verify coverage for one of our patients, please.
[AGENT][NEUTRAL] Sure, I can check out eligibility for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, sure, area code [PII] option one.
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It's 1489868 letter M as in mother, L as in Lima, number 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh, the first name is [PII]. Last name uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. uh, so this policy terminated [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][POSITIVE] OK, yes, thank you.
[AGENT][NEUTRAL] OK, so they do not have one that is currently active. They did have one other, uh, but it terminated in [PII]. They currently do not have an active policy with us.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Got it thank you. Do you have a call reference number I can use?
[AGENT][NEUTRAL] Sure, it would be my first name, last initial, and today's date and so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Uh, that was it. Thank you. Thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.