AccountId: 011433970860
ContactId: 5228d736-b6d6-493c-91ea-dee226660774
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124269 ms
Total Talk Time (AGENT): 47858 ms
Total Talk Time (CUSTOMER): 24927 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/5228d736-b6d6-493c-91ea-dee226660774_20250128T16:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], good morning. I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] Sure, and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[AGENT][NEUTRAL] OK. And [PII], do you have a policy number for the insured?
[CUSTOMER][NEUTRAL] I do. I have 0230.
[CUSTOMER][NEUTRAL] 0822.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 0822. And the name of the insured?
[CUSTOMER][NEUTRAL] Alex Concepcion Garcia 2787.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Perfect, let me look that up and then I'm gonna get you over to our claims team and they would be the ones to verify um eligibility so hold on just a second for me, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Mo
[AGENT][NEUTRAL] Hi [PII], this is [PII] and Broker Resources. How are you?
[CUSTOMER][POSITIVE] I'm great how are you?
[AGENT][NEUTRAL] Pretty good. I've got a provider online. Her name is [PII]. Um, she is calling to verify benefits for uh [PII] and his policy is 2300822, and she did verify date of birth. Can I send her your way?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.