AccountId: 011433970860
ContactId: 7264e5db-8ec2-4eb5-b599-3986baf46a22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113970 ms
Total Talk Time (AGENT): 51312 ms
Total Talk Time (CUSTOMER): 83158 ms
Interruptions: 7
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/7264e5db-8ec2-4eb5-b599-3986baf46a22_20250411T22:25_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, it cut out. What was your name again? This is [PII].
[AGENT][NEUTRAL] OK, uh, [PII], it's [PII]
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Thank you. Um, I was just calling from, um, Emory Johns Creek Hospital to verify eligibility for this plan.
[AGENT][NEUTRAL] Yeah, I could check eligibility for you. uh, [PII], can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh yeah, sure, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Yes, it is 02548554.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] There's not many guys over there, but I have one.
[CUSTOMER][NEUTRAL] We have her name as [PII] and the date of birth is [PII]. I have, but [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] She's been on the phone with facility so she wants she's still come to work but she has to be pushed.
[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] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, that's all I needed. Is there like a reference number I can use for the eligibility verification?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII], last [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] OK I'll get moved over.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's it thank you. Yeah, I think by the time they get settled and everything. You too, thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. Have a great rest of your day.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] That's it nothing else.