AccountId: 011433970860
ContactId: 61b658b8-d996-4d77-8674-c288842744a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179100 ms
Total Talk Time (AGENT): 59566 ms
Total Talk Time (CUSTOMER): 61710 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/61b658b8-d996-4d77-8674-c288842744a9_20250129T17:46_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] calling from Health Management Systems and I was calling to check eligibility please for uh one of your members.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. It is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] OK. I have um 863,422,040.
[AGENT][NEUTRAL] Mm. Do you see another policy number? It's gonna start with a 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] I don't. That's the only one I see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's do a name search because yeah, that's way too long to be one of our policy numbers. Um, what is the spelling of the last name? Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um it's [PII].
[AGENT][NEUTRAL] OK, and the spelling of the first name?
[CUSTOMER][NEUTRAL] Uh OK. So it's [PII]
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Do you know the address?
[CUSTOMER][NEUTRAL] Her address, um, I have total [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I don't have one in [PII], um.
[AGENT][NEUTRAL] You think that number that you gave me in the beginning is the social it has enough numbers.
[CUSTOMER][NEUTRAL] Um, let me see here. [PII].
[AGENT][NEUTRAL] I can try it as a social.
[CUSTOMER][NEUTRAL] Well, I do have a social, um, it's [PII], OK. It's [PII].
[AGENT][NEUTRAL] OK, let's try that.
[AGENT][NEUTRAL] I know she's not in our system. I don't have anybody with that social. Mm mm.
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][POSITIVE] OK. OK. Well, thank you so much for your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Oh, that's it. Thank you, ma'am.
[AGENT][POSITIVE] You're welcome and thank you for calling APO have a good day bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.