AccountId: 011433970860
ContactId: 76d9451b-b0a8-4a99-bf33-3d8cac4c65a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86480 ms
Total Talk Time (AGENT): 52416 ms
Total Talk Time (CUSTOMER): 28055 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/76d9451b-b0a8-4a99-bf33-3d8cac4c65a2_20250210T13:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'd like to check eligibility on a patient.
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] I can help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] Uh, this is [PII] from Ana Healthcare.
[AGENT][NEUTRAL] [PII], thank you. What's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Um, 02166573.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], the last name and her birthday is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII] straight line.
[AGENT][POSITIVE] I appreciate that. Uh, [PII], the policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] This policy is a secondary or gap insurance. It's meant to pick up the deductible, co-payment or co-insurance from her major medical. Um we are her secondary insurance. Now, is there anything, uh, in particular that I can help you with with the secondary or gap insurance?
[CUSTOMER][NEUTRAL] No, I was just checking. I'm just checking eligibility. can I get your first name?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as a reference and I'm sorry, did I already ask you for a callback number in the case we're disconnected? I'm supposed to, you did. OK. OK. All right, so is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's it. Thank you very much.
[AGENT][POSITIVE] Thanks for contacting AP have a good morning