AccountId: 011433970860
ContactId: 6876e275-9aaf-4ff6-8250-224c5ee12360
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170470 ms
Total Talk Time (AGENT): 68851 ms
Total Talk Time (CUSTOMER): 93021 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/6876e275-9aaf-4ff6-8250-224c5ee12360_20250507T18:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, [PII].
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Uh, OK. [PII]. Hi [PII]. This is [PII], and I'm calling from Saint Francis Medical Center. I'm calling to verify the eligibility of our patient is selected member. Can you help me?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Absolutely I can check that eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] So if if.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][POSITIVE] Perfect thank you so much uh.
[CUSTOMER][NEUTRAL] Yeah, 02301361.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm, sure, [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy terminated [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is the only, yeah, this is the only policy.
[AGENT][NEUTRAL] OK, so they do have one that is currently active. Let me know when you're ready and I'll give you that updated policy number.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, thank you very much. I'm ready.
[AGENT][NEUTRAL] Sure, OK, that is 0246.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] 06.
[AGENT][NEUTRAL] 61.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02460661 correct?
[AGENT][NEUTRAL] Correct, yes, and this one, effective date was, uh, [PII].
[CUSTOMER][NEUTRAL] And um mhm.
[CUSTOMER][NEUTRAL] So this is the [PII]. Got it. Is there any group number?
[AGENT][POSITIVE] That was the effective date, yes.
[AGENT][NEUTRAL] Uh, yes, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is 18735.
[CUSTOMER][NEUTRAL] Got it thank you very much, [PII]. OK, I think this will be all for today and [PII], do you have a reference number for me?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date, uh so my last initial is [PII] is there anything else I could help you with?
[CUSTOMER][POSITIVE] That would be all, [PII]. Thank you very much for helping me out. Have a good day. Bye bye. Bye.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye.