AccountId: 011433970860
ContactId: 70627908-24fb-4152-a795-810fca984e49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99519 ms
Total Talk Time (AGENT): 41471 ms
Total Talk Time (CUSTOMER): 34731 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/70627908-24fb-4152-a795-810fca984e49_20250507T18:07_UTC.wav
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[CUSTOMER][NEUTRAL] Sit on hold.
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to verify eligibility for a patient.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. um, what was your name please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK [PII], can I get a good call back number from you in case we're uh disconnected please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Oh, I do. It is, I just had it in front of me, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Give me 1 2nd, I'm sorry.
[AGENT][POSITIVE] Sure, you're right.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Is that it? 02298307.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. So this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[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][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Sure, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Uh, you do the same bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.