AccountId: 011433970860
ContactId: 5e8ca463-000c-44c2-9c7b-051390920fe1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149759 ms
Total Talk Time (AGENT): 68112 ms
Total Talk Time (CUSTOMER): 53600 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/5e8ca463-000c-44c2-9c7b-051390920fe1_20250516T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am. I was, my name is [PII], and I was calling from our Lady the La Children's Health, and I was calling to verify eligibility and benefits on the patient.
[AGENT][POSITIVE] Absolutely I can check eligibility and benefits for you. Uh, today, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, I have 02301362.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy, I'm showing it did terminate [PII]. If you'll give me one moment though, I'll see if he has one that's active. It might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, so he does have one that is currently active. Uh, let me know when you're ready and I'll give you that updated policy number.
[CUSTOMER][NEUTRAL] Alright, and this is active [PII]?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] Alright, I'm ready for the member ID.
[AGENT][NEUTRAL] That is 0259.
[AGENT][NEUTRAL] 57.
[AGENT][NEUTRAL] 39.
[CUSTOMER][NEUTRAL] So I have 02595739.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I mean is the group number still the same or did that change?
[AGENT][NEUTRAL] Let me verify that I do, let's see.
[CUSTOMER][NEUTRAL] Well I have one, OK.
[AGENT][NEUTRAL] 18735.
[CUSTOMER][NEUTRAL] Alright, 18735.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] And this is, is this a uh supplement or secondary plan?
[AGENT][NEUTRAL] Yes, this is a secondary medical policy. So it's designed to help with uh co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] Alrighty, thank you so much.
[AGENT][NEUTRAL] Of course is there anything else I could help you with?
[CUSTOMER][POSITIVE] That is all. Have a great day.
[AGENT][POSITIVE] Alright, thanks for giving us a call you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.