AccountId: 011433970860
ContactId: 6b867e24-b58b-471b-a9b5-7ed5a6fa5780
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134130 ms
Total Talk Time (AGENT): 68590 ms
Total Talk Time (CUSTOMER): 35638 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/6b867e24-b58b-471b-a9b5-7ed5a6fa5780_20250523T14:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, you said [PII]?
[AGENT][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] Oh, thank you. My name is [PII]. I'm with Saint Francis Hospital and I'm trying to uh verify benefits um on a patient, please.
[AGENT][POSITIVE] Sure, I can take those benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] It is 01986307.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII] or [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy, uh, terminated [PII]. If you'll give me one moment, I'll see if, uh, he has one that's active, might just be a different policy number.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so he does have one that is currently active. Uh, let me know when you're ready and I'll give you the updated policy number.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, that is 02566446.
[CUSTOMER][NEUTRAL] And when they become effective?
[AGENT][NEUTRAL] This one's effective date picked up where the other left off, so [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK and uh do you have a reference number?
[AGENT][NEUTRAL] That would be my first name, last initial, and today's date. Uh, so my last initial is [PII], was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That's it. Thank you so much, [PII].
[AGENT][POSITIVE] Of course, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you uh huh bye bye.
[AGENT][POSITIVE] Thanks. Bye-bye.