AccountId: 011433970860
ContactId: 70c52aee-fbae-4811-a498-7d4e2fe09c01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88989 ms
Total Talk Time (AGENT): 39176 ms
Total Talk Time (CUSTOMER): 42941 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/70c52aee-fbae-4811-a498-7d4e2fe09c01_20250220T20:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from a provider's office. I'm trying to verify member eligibility, please.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, my direct line is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I have a number that ends in an ML5. Does that sound about right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. It's, all right, let's try that. 1449913 M for Mary, L for Larry, the number 5.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII]. So this policy actually terminated [PII]. If you'll give me one moment, I'll see if he has one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, they do not this was the only policy that they had with us.
[CUSTOMER][POSITIVE] OK, that's what I needed to verify then. All righty. OK, that's all I needed. That is all. Thank you so much.
[AGENT][NEUTRAL] OK, was there anything else I can help you with?
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thank you.