AccountId: 011433970860
ContactId: 610ebb53-ebaf-4728-b8b7-9476e0267a1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292160 ms
Total Talk Time (AGENT): 107176 ms
Total Talk Time (CUSTOMER): 124859 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/610ebb53-ebaf-4728-b8b7-9476e0267a1c_20250303T20:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, so I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and may I have the
[CUSTOMER][POSITIVE] And so I actually have 33 accounts. I'm sorry to cut you off. I have 3 accounts that I need help with if that's OK.
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] Oh, that's fine, no problem, Ms. [PII]. um, and may I have the first policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the first one I have is 01749837.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] We have [PII], uh.
[CUSTOMER][NEUTRAL] I don't know if it's uh I'll spell the last name, [PII]
[AGENT][NEUTRAL] OK. What's her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Alrighty, and this uh the reference is your name, correct?
[AGENT][NEUTRAL] Yes, my name in today's date. And let me go ahead and make a quick note before we move forward to the next one, OK?
[CUSTOMER][NEUTRAL] OK, what's your last initial so?
[AGENT][NEUTRAL] S, um, it's not, it's [PII].
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] I get that all the time everybody always forget.
[AGENT][NEUTRAL] I'm so used to, I'm so used to spelling my name that I'm like, oh, never mind.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No worries at all. I promise you it's odd, but I get that all day.
[AGENT][NEUTRAL] I guess you get to that point.
[CUSTOMER][NEGATIVE] Every time I ask is because a lot of people are not used to giving their last initials so when I ask it kind of throws them off.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Yeah, he did.
[CUSTOMER][NEUTRAL] So it's OK.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] All right, and I'm ready for the next one whenever you are.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Alrighty, and the next is.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh, that one didn't clear. We have, oh no, that's trans prosperity trans 01807727.
[AGENT][NEUTRAL] OK, what's the name and date of birth of this one?
[CUSTOMER][NEUTRAL] We have [PII] [PII].
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Alright, so this one it looks like it's terminated. Let me see if I have a new one, OK?
[CUSTOMER][POSITIVE] Alrighty sounds good.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I don't. OK, so this one was if
[CUSTOMER][NEUTRAL] What was the termination on it?
[AGENT][NEUTRAL] Yeah, um, [PII].
[CUSTOMER][NEUTRAL] OK, so we'll unallocate that.
[CUSTOMER][POSITIVE] Perfect. And then I am ready.
[CUSTOMER][NEUTRAL] For the last one.
[AGENT][NEUTRAL] Bear with me, bear with me just a minute. Let me finalize the note on this one.
[CUSTOMER][POSITIVE] OK, take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yeah, I like that.
[AGENT][NEUTRAL] All right, and may I have the last one?
[CUSTOMER][NEUTRAL] Last one is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And what's the name and date of birth?
[CUSTOMER][NEUTRAL] Uh, name and date of birth on that one would be [PII] [PII].
[AGENT][NEUTRAL] All right, thank you. And this one we have an effective date of [PII] and it is active at the moment. This is also a secondary supplemental plan.
[CUSTOMER][POSITIVE] Alrighty, sounds good. Thank you so much for all of your help. You have a great day and stay safe.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You as so, Ms. [PII] and thank you for calling ATL. bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Yeah