AccountId: 011433970860
ContactId: 7b3c83cd-220f-45ee-869c-a0bd3bcc6f73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99220 ms
Total Talk Time (AGENT): 46104 ms
Total Talk Time (CUSTOMER): 36728 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/7b3c83cd-220f-45ee-869c-a0bd3bcc6f73_20250204T22:40_UTC.wav
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[AGENT][NEUTRAL] For contacting ATO, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with West Valley Medical Center in [PII]. I'm calling to verify eligibility for um one of your members.
[AGENT][NEUTRAL] I can help with eligibility. [PII], what's the policy number, please?
[CUSTOMER][NEUTRAL] Uh, policy number I have is 02584352.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth I have is [PII].
[AGENT][NEUTRAL] OK, thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII], that's my direct line with secure voicemail.
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] Um, is there anything else I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Um, is there a group number that we would use?
[AGENT][NEUTRAL] Yes, the group number on this policy.
[AGENT][NEUTRAL] Is 26194.
[CUSTOMER][NEUTRAL] OK, and can you please verify the correct claims address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] That is in [PII].
[AGENT][NEUTRAL] And our zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and I'm sorry, your name one more time, hon?
[AGENT][NEUTRAL] My name is [PII] and we're gonna use that today's date as a reference.
[CUSTOMER][POSITIVE] Alright perfect that's what I needed thank you so much for your time.
[AGENT][POSITIVE] OK, well, thank you for contacting APR. Have a good day.