AccountId: 011433970860
ContactId: 627ead01-6a2c-4516-b8d4-595a08eb67e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89069 ms
Total Talk Time (AGENT): 23998 ms
Total Talk Time (CUSTOMER): 35723 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/627ead01-6a2c-4516-b8d4-595a08eb67e5_20250508T15:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from My Doctor now. Uh, we're a primary care provider. Uh, I'm actually calling on behalf of one of our members. Um, wanted to check to see if her plan is active and if it's even like a medical plan, if she'd even be able to be seen at like a primary care provider using this plan.
[AGENT][NEUTRAL] OK, [PII], I can help you with elig eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yeah, that is gonna be 02599397.
[AGENT][NEUTRAL] And what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], uh, [PII].
[AGENT][NEUTRAL] Uh, it doesn't look like he's covered under the policy. I've just got the, it looks like the father and
[AGENT][NEUTRAL] Maybe another dependent child, but not that one.
[CUSTOMER][NEUTRAL] OK, so not [PII].
[AGENT][NEGATIVE] Uh, no.
[CUSTOMER][POSITIVE] OK, OK, excellent, thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Mhm bye bye.