AccountId: 011433970860
ContactId: 66318dc9-f65b-4059-bc3f-e833d7e7eaf7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165750 ms
Total Talk Time (AGENT): 73815 ms
Total Talk Time (CUSTOMER): 51121 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/66318dc9-f65b-4059-bc3f-e833d7e7eaf7_20250311T14:36_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I need the help with the availability of patient. Could you please help me with that?
[AGENT][NEUTRAL] OK, [PII], you need eligibility only. Is that correct?
[CUSTOMER][NEUTRAL] Yes, only for one patient.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that, [PII] and what is your callback number?
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][NEUTRAL] OK, what was the area code again? Did you say [PII]?
[CUSTOMER][NEUTRAL] That's not the area code. The callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] OK. The member policy number is 1096879.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name please and date of birth?
[CUSTOMER][NEUTRAL] OK. Name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so he had been a subscriber on the supplemental policy, [PII], but it is no longer active. This policy had an effective date of [PII], and it turned on [PII], and there is no other active policy with APL.
[CUSTOMER][POSITIVE] OK. So, no worries. Thank you so much, [PII]. Could you please help me with the callback number, sorry, call reference number?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, sir, you would use my name along with today's date.
[CUSTOMER][NEUTRAL] OK. So just before the just for the confirmation, name will spelled like [PII]
[AGENT][NEUTRAL] [PII], no, [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, got that. Thank, thank you so much, [PII], for all your assistance. Have a great day ahead.
[AGENT][POSITIVE] OK. You're very welcome, [PII]. That is all I can help you with. Thank you again for calling ATL and I hope you have a nice day as well.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.