AccountId: 011433970860
ContactId: 766bff75-02c1-4cd0-bd93-5b7ef59acc0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119069 ms
Total Talk Time (AGENT): 54644 ms
Total Talk Time (CUSTOMER): 45537 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/766bff75-02c1-4cd0-bd93-5b7ef59acc0c_20250606T20:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office regarding member eligibility.
[AGENT][NEUTRAL] OK, I could check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, callback number is [PII] with [PII] [PII].
[AGENT][NEUTRAL] OK thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yup, our policy number is 02169009 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] My name is [PII]. With date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], 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] Thank you. May I have the group number for the member plan?
[AGENT][NEUTRAL] Oh sure one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, group number is 24141.
[CUSTOMER][NEUTRAL] Thank you. And uh may I know whether the number is a subscriber or a dependent in the plan?
[AGENT][NEUTRAL] Uh, this is the only member listed, so they are the subscriber.
[CUSTOMER][NEUTRAL] Thank you. And I didn't get your name. May I know your name?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][POSITIVE] Thank you so much for that. And for the reference number, it's your name on today's date, right?
[AGENT][NEUTRAL] It would be my first name, last initial, and today's date, uh, so my last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Thank you so much for that.
[CUSTOMER][POSITIVE] No, that's all for today. Thank you, ma'am. Have a great day.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Mhm. Bye.