AccountId: 011433970860
ContactId: 4146646f-0b9a-4ffc-8b6d-589346c73e56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134119 ms
Total Talk Time (AGENT): 49990 ms
Total Talk Time (CUSTOMER): 56264 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/4146646f-0b9a-4ffc-8b6d-589346c73e56_20250610T12:26_UTC.wav
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[CUSTOMER][NEUTRAL] I see uh OK.
[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling um from medical office to see eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, I'm happy to check on the eligibility and benefits. What is the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02.
[CUSTOMER][NEUTRAL] 583-627
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, the letter H.
[AGENT][POSITIVE] Thank you. And then
[CUSTOMER][NEUTRAL] The know the number 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The first name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] Patient is active. Effective date is [PII]. We are the member's secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, I know she has a limit of 1250. I wanted to know if anything was met towards that.
[AGENT][NEUTRAL] Yeah, let's take a look.
[AGENT][NEUTRAL] No, I don't see that anything has been used thus far this year.
[CUSTOMER][POSITIVE] Perfect. OK, what is your name?
[AGENT][NEUTRAL] My name is [PII], that's [PII] gonna be [PII].
[CUSTOMER][NEUTRAL] OK and then can I have a reference number for the call?
[AGENT][NEUTRAL] Mhm. Call reference is just my name with today's date.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, I'm all set.
[AGENT][POSITIVE] All right have a good rest of your day. Thanks for calling ATL.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.