AccountId: 011433970860
ContactId: 5fd0b7c6-678e-41dc-9dca-4297faa20fcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245100 ms
Total Talk Time (AGENT): 93910 ms
Total Talk Time (CUSTOMER): 98738 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/5fd0b7c6-678e-41dc-9dca-4297faa20fcf_20250429T18:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] National service, K as in kite. How are you?
[AGENT][NEUTRAL] I'm sorry, I cannot hear you. Can you repeat your name and the reason of your call?
[CUSTOMER][NEUTRAL] OK. My name is [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes. Uh, can you hear me properly?
[AGENT][NEUTRAL] Now, I can hear you. And how may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK. Uh, I just wanna confirm about a member if he is active or not on a particular date.
[AGENT][NEUTRAL] N
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility, Mr. [PII] and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, call back is [PII].
[AGENT][NEUTRAL] OK, and may I have the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK, patient policy is 01646889 M as in mother, L as in lamp, 8.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] What's the name and date of birth of the patient, Mr. [PII]?
[CUSTOMER][NEUTRAL] Name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. So we have an effective date of [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it is terminated on [PII] on this policy.
[AGENT][NEUTRAL] Let me see if there's any other policies. One moment, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, just, uh, I have a date of [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you please check on that date only?
[AGENT][NEUTRAL] Mhm. This member doesn't have any policies for [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, yup, your name and the reference number.
[AGENT][NEUTRAL] OK. My name is [PII]. That's [PII].
[AGENT][NEUTRAL] And we don't have reference numbers you can use my.
[CUSTOMER][NEUTRAL] OK, and your reference number, please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date. The last initial is M as in Mary.
[CUSTOMER][NEUTRAL] OK. Just hold on a second.
[AGENT][NEUTRAL] Yes, [PII] last initial [PII]
[CUSTOMER][NEUTRAL] Just, uh, please, uh, one last thing, please provide me the effective date.
[CUSTOMER][NEUTRAL] Determination date of this.
[AGENT][NEUTRAL] Need the effective and termination date again?
[CUSTOMER][NEUTRAL] Yeah, the
[CUSTOMER][NEUTRAL] Number.
[AGENT][NEUTRAL] Yes, [PII], terminated [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 182.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], terminated [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK. Thank you very very much so. So have a great day.
[AGENT][POSITIVE] Welcome. Is there you so thank you for calling APL. Bye-bye, Mr. [PII]
[CUSTOMER][POSITIVE] Thank you bye bye bye bye.
[AGENT][POSITIVE] You're welcome. Goodbye.