AccountId: 011433970860
ContactId: 4a0f8bca-180f-4ba5-8abe-e0954f23673b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143479 ms
Total Talk Time (AGENT): 67375 ms
Total Talk Time (CUSTOMER): 63008 ms
Interruptions: 0
Overall Sentiment: AGENT=3.4, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/4a0f8bca-180f-4ba5-8abe-e0954f23673b_20250227T14:03_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm with Martha Jefferson Medical Group, giving a call um regarding a mutual patient, seeing if their policy is active.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. Do you mind spelling your name for documentation?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][POSITIVE] Thank you too.
[AGENT][POSITIVE] Thank you [PII] what is a good call back number please ma'am?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Policy number for this number 02287977.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you, and it would be my pleasure to assist you with that eligibility for [PII], I'm showing [PII]'s policy is active. The effective date is [PII], and this is a secondary policy to the policyholder's major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] Do you all offer reference numbers for the phone call?
[AGENT][NEUTRAL] It's going to be my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] Wonderful. Thank you. And yeah, I had it spelled correctly.
[AGENT][POSITIVE] Yeah, you get a star for the day, [PII].
[CUSTOMER][POSITIVE] And yes, thank you.
[AGENT][NEUTRAL] Not many people can do that.
[CUSTOMER][POSITIVE] Well thank you, that made my morning.
[AGENT][NEUTRAL] Oh, it's
[AGENT][POSITIVE] Well, good. And it's been such a pleasure to help you with that eligibility today. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That is gonna be it. You've been an absolute pleasure. Thanks so much and you have a wonderful balance to your day. You take care.
[AGENT][POSITIVE] My pleasure.
[AGENT][POSITIVE] You too, [PII]. Thank you for calling APL. Have a lovely day.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye-bye.