AccountId: 011433970860
ContactId: 6a381220-1c62-46de-b02c-29e5966a0687
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234899 ms
Total Talk Time (AGENT): 45289 ms
Total Talk Time (CUSTOMER): 132299 ms
Interruptions: 3
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/6a381220-1c62-46de-b02c-29e5966a0687_20250620T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII].
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is uh [PII]. I'm calling on behalf of provider office.
[AGENT][NEUTRAL] I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It's [PII] I'm calling on behalf.
[AGENT][NEUTRAL] OK and then what can we help you with today?
[CUSTOMER][NEUTRAL] I just want to know uh one member eligibility benefits.
[AGENT][NEUTRAL] OK, I could check eligibility and benefits for you, uh, and I can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, yeah, wait a second. Um, the callback number is [PII].
[AGENT][NEUTRAL] OK thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Policy number is, wait a second.
[CUSTOMER][NEUTRAL] 694-47.
[CUSTOMER][NEUTRAL] Yeah, it's uh 1826644.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Name is [PII]. Last name is [PII] sorry, [PII] And first name is [PII] And date of birth is [PII].
[AGENT][NEUTRAL] OK, uh, I think I might have misheard that policy number and uh I heard 1826644. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, yes, yes.
[AGENT][NEUTRAL] OK, so I don't have anyone by that name or date of birth under this policy.
[CUSTOMER][NEUTRAL] OK, I have, uh, mm, give me one moment. I will be check.
[CUSTOMER][NEUTRAL] Uh, hi, are you there?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, can you please check with the name and date of birth? [PII] [PII].
[AGENT][NEUTRAL] Um, I wouldn't be able to use the date of birth, but if you would spell out the first and last name for me, I could try searching that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. The last name is [PII] And the first name is [PII]
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] The patient's first name is [PII] [PII], [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I don't have anyone with that name in our system.
[CUSTOMER][NEUTRAL] OK, wait a second.
[CUSTOMER][NEUTRAL] Wait a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, the procedure.