AccountId: 011433970860
ContactId: 7f5b0766-0189-48b1-9267-41ab7b4a8d5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124139 ms
Total Talk Time (AGENT): 63109 ms
Total Talk Time (CUSTOMER): 36932 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/7f5b0766-0189-48b1-9267-41ab7b4a8d5c_20250625T19:16_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Pathcare, and I'm calling to verify um eligibility for a member.
[AGENT][NEUTRAL] I can help with eligibility. [PII], what's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Let's see, 025.
[CUSTOMER][NEUTRAL] 19455
[AGENT][NEUTRAL] Thank you. And that patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. I just need a callback number, please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The um policy went into effect on [PII]. It is active. Now, this is a secondary or gap insurance that has both in and out of hospital benefits. Is there anything else besides the eligibility that I can help with?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, can I please get the claims address?
[AGENT][NEUTRAL] Yes, our mailing address is [PII].
[AGENT][NEUTRAL] That is in [PII].
[AGENT][NEUTRAL] Our zip code is [PII].
[AGENT][NEUTRAL] [PII]. We also have an online ser uh um service center at uh [PII]. You can submit your claims that way or you can fax them to us. Is there anything else that I can help with?
[CUSTOMER][NEUTRAL] Um, let me, give me one second. I think that's it, but let's see.
[CUSTOMER][NEUTRAL] Um, no, do you provide call reference numbers?
[AGENT][NEUTRAL] My name is [PII], and the first letter of my last name is [PII]. We'll use that today's date as our reference.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] Thanks for contacting AT have a good