AccountId: 011433970860
ContactId: 574f29de-57e7-4174-bf6f-534233d832d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131429 ms
Total Talk Time (AGENT): 53669 ms
Total Talk Time (CUSTOMER): 44648 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/574f29de-57e7-4174-bf6f-534233d832d5_20250506T15:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] And what
[CUSTOMER][NEUTRAL] Hi, yes, I was calling to check on a patient's um eligibility and benefits.
[AGENT][NEUTRAL] Yeah, I can check eligibility and benefits for you. Um, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, hey, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I have uh the number that the patient provided me with.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it was 0261.
[CUSTOMER][NEUTRAL] 9215.
[AGENT][NEUTRAL] Got it. And what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. So this policy is active. Effective date was [PII], and if you like, I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Yes ma'am, give me one second here.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, yes, I can provide that fax number.
[AGENT][POSITIVE] OK, I'm ready when you are.
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yes ma'am, that's correct.
[AGENT][NEUTRAL] Alright. I will go ahead and get that sent now. I should get it within about 10 minutes or so. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] No ma'am, that was all.
[AGENT][POSITIVE] Alright, well thanks for calling APO. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Yes ma'am you too thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.