AccountId: 011433970860
ContactId: 75a22a55-fa9e-429e-8a0e-5d4af4da67bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105980 ms
Total Talk Time (AGENT): 50859 ms
Total Talk Time (CUSTOMER): 33661 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/75a22a55-fa9e-429e-8a0e-5d4af4da67bc_20250617T16:33_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Levin and I Associates. I need to verify eligibility for a patient, please.
[AGENT][NEUTRAL] I can certainly help with eligibility land. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] It's gonna be 02463290.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. Um, is there, is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. Um, now, uh, the policy went into effect on [PII]. It is active, but, uh, this is group secondary insurance, and when they renew as a group, they always get a new policy number. So, uh, if I could, I'd like to give you the brand new policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 02579094. That went into effect on [PII] and is active. Now, is there anything else I can tell you about this policy, anything at all?
[CUSTOMER][NEUTRAL] I'm just gonna repeat the number ID to you. I have 02579094.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] Effective [PII].
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] And this policy is active?
[AGENT][POSITIVE] It is active, that is correct.
[CUSTOMER][NEUTRAL] So this is a supplement?
[AGENT][NEUTRAL] This is a secondary or gap insurance.
[CUSTOMER][POSITIVE] Gap insurance. OK, perfect, thank you so much.
[AGENT][POSITIVE] OK, well thank you for contacting AP have a good day.