AccountId: 011433970860
ContactId: 3dcc525d-b9b9-4d81-9ba7-293b218589ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166830 ms
Total Talk Time (AGENT): 114034 ms
Total Talk Time (CUSTOMER): 43026 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/3dcc525d-b9b9-4d81-9ba7-293b218589ac_20250117T14:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm so sorry, [PII]. I literally just got off the phone with you. Um, is there any way that you can put, is there any way you can put me back in to get a different representative or is it kind of a smaller.
[AGENT][NEUTRAL] You did.
[AGENT][NEUTRAL] Yes, ma'am. Um, I
[CUSTOMER][NEGATIVE] That won't happen.
[AGENT][NEUTRAL] I can try and do that. I'm not sure if it will, but you're still needing the same information that I provided for you.
[CUSTOMER][NEUTRAL] Yes, I just have to verify whenever a patient is termed, uh, I just need two verifications of it. That's really all there is.
[AGENT][NEUTRAL] OK, so let me see if I can get you connected with someone, [PII]. Give me just one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] And you will have to re-verify your information that we did once I connect you with another representative.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, so one moment, please.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Well, hi, [PII]. It's [PII]. Good morning.
[CUSTOMER][NEUTRAL] Good morning, [PII].
[AGENT][NEUTRAL] So I have um a provider's office on the line that I just spoke to and she called back and she got me again, but she told me she was gonna be calling back on our initial call. She was calling to get eligibility and benefits on a member. The policy number is going to be 186.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 9602.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she is trying to check um eligibility for part two.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I told her that I gave her the effective in term dates. However, she says that she had when a policy is no longer active, she has to get double verification of that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I've never gotten a call like this before. Honestly, this is the first one in the years with APL I've gotten a call like this. But the ladies, yeah, OK, so the name is, her name is [PII]
[CUSTOMER][NEUTRAL] Me either.
[CUSTOMER][NEUTRAL] Yeah, me too. I haven't heard that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The callback number that she gave me is actually the one that's up on the screen.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you can say that, the policy number again is 1869602 and she's calling for part two.
[CUSTOMER][NEUTRAL] OK, got it. OK.
[AGENT][POSITIVE] OK, well, thank you so much, [PII], and if I don't talk to you again, which I probably won't be a voice, but, um, I hope you have a great day and a nice weekend, OK?
[CUSTOMER][POSITIVE] You too, [PII]. Thank you.
[AGENT][POSITIVE] Alright, you're welcome. So here comes [PII]. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] All righty. Uh-huh.