AccountId: 011433970860
ContactId: 5bbeb4ba-5265-491d-b9ef-3196048e6f59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247919 ms
Total Talk Time (AGENT): 73962 ms
Total Talk Time (CUSTOMER): 117661 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/5bbeb4ba-5265-491d-b9ef-3196048e6f59_20250529T16:58_UTC.wav
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[CUSTOMER][NEUTRAL] No, no funciona, yeah, yeah, no [PII]. OK, OK.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII].
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK, thank you. Hello, yes, this is [PII]. I'm calling on behalf of Mansa and I.
[CUSTOMER][NEUTRAL] I have a patient scheduled for uh tomorrow for a procedure and I'm trying to verify the benefits for hospital outpatient.
[AGENT][NEUTRAL] OK, I could check those outpatient benefits for you. Uh, sir, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Policy number I have is 000643401.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, what was, what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, so that is not the result I got with this policy number um do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] I don't have their social. I have their demographics, so.
[AGENT][NEUTRAL] That's OK, um, would you mind spelling out?
[CUSTOMER][NEUTRAL] Let me see, let me see if I.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Give me one sec. Let me see if I have a copy of the insurance. Give me 1 2nd.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh, that they haven't been here for, so I don't have like a copy of the insurance card. I'll spell out the last name if you need me to.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Um, if you wouldn't mind spelling out the first and last name for me please.
[CUSTOMER][NEUTRAL] Sure. Uh, first name spelled [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the the last name is [PII].
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and then what was the date of birth for this number?
[CUSTOMER][NEUTRAL] Date of birth, I have [PII].
[AGENT][NEUTRAL] OK, well I appreciate you verifying all of that. I did find this member, however, their policy terminated, uh, [PII].
[CUSTOMER][NEUTRAL] OK, so no other plan on file?
[AGENT][NEGATIVE] Not with us.
[CUSTOMER][POSITIVE] OK, I'll call the member. Thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK, and when is the termination day again?
[AGENT][NEUTRAL] That was [PII]. Um, I can give you that correct policy number if you need that.
[CUSTOMER][NEUTRAL] No, that's OK. Let me call the member thing, oh, well, yeah, let me, let me have it just in case he gives me another policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course, OK, so that is uh 01.
[AGENT][NEUTRAL] 29.
[AGENT][NEUTRAL] 63.
[AGENT][NEUTRAL] 46.
[CUSTOMER][POSITIVE] OK. Thank you so much, your name?
[AGENT][NEUTRAL] Of course, uh, it's [PII]
[CUSTOMER][POSITIVE] OK, thank you care.
[AGENT][POSITIVE] Thank you. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.