AccountId: 011433970860
ContactId: 6db2d2f5-ce72-4949-9874-8684a662adc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116440 ms
Total Talk Time (AGENT): 52518 ms
Total Talk Time (CUSTOMER): 47049 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/6db2d2f5-ce72-4949-9874-8684a662adc2_20250228T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII]. I'm calling from Atrium Health, uh, to see if the patient has an active policy, please.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of a patient, Mr. [PII]. May I get your callback number, ma'am, just in case the call is dropped.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII], [PII].
[CUSTOMER][NEUTRAL] Policy number 770,570.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you, is there a reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], in today's date.
[CUSTOMER][NEUTRAL] I got it. Now the 20s in front of the policy, is that necessary?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Not really.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, because I'm look I, I just realized I'm looking at the card and I see 20s, just wanna make sure I have it correct on the claim.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, and when we pull it up in the in our system we don't put the zeros in but if you wanna include them you can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, I appreciate all your help on this. Thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a great weekend and thanks for calling APL.
[CUSTOMER][POSITIVE] All right thank you appreciate it you too bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.