AccountId: 011433970860
ContactId: 8db9560f-8a6b-41cb-8ea5-f1592779f747
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151820 ms
Total Talk Time (AGENT): 70727 ms
Total Talk Time (CUSTOMER): 52655 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/8db9560f-8a6b-41cb-8ea5-f1592779f747_20250124T18:41_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling ATL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, I was needing to go over um a patient's benefits and eligibility if you have a moment please.
[AGENT][POSITIVE] Yeah, I'd love to help you with eligibility and benefits today, and may I have your name please and a good callback number?
[CUSTOMER][NEUTRAL] Um, my name is [PII]. Um, a good call back number would be [PII].
[AGENT][NEUTRAL] Thank you Ms. [PII] and what's that member's ID number?
[CUSTOMER][NEUTRAL] Um, 02451064.
[AGENT][POSITIVE] Give me a second just to get that policy all pulled up for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you for your patience, [PII]. Would you be able to verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect. I do see [PII] here. It looks like she is current and active. Um, her effective date is [PII], and would you like me to send you a fax back of benefits for her?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, um, and before you do that, can I get her group name, the group name of this policy?
[AGENT][POSITIVE] Oh, absolutely. I'm showing the group name is ATC Healthcare Services.
[CUSTOMER][NEUTRAL] A A as in apple, T C.
[AGENT][NEUTRAL] Yes, correct. Um, A as in apple, T as in Tom, C as in cat.
[CUSTOMER][NEUTRAL] Health care service
[CUSTOMER][NEUTRAL] And that's healthcare services you said?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, yeah, so if you can send that fax over, um, our fax number is [PII].
[CUSTOMER][POSITIVE] I would appreciate that.
[AGENT][POSITIVE] Absolutely and let me just double check I have.
[AGENT][NEUTRAL] I cannot talk. I'm so sorry. [PII]. Is that correct for you?
[CUSTOMER][POSITIVE] Correct, mhm.
[AGENT][POSITIVE] Perfect, yes, I can absolutely get that sent out to you and is there anything else I can do for you today, miss?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] Perfect. Well, thank you so much for calling APL and I hope you have such a fabulous day.
[CUSTOMER][POSITIVE] All right you too thank you.
[AGENT][POSITIVE] My pleasure thank you.
[CUSTOMER][NEUTRAL] Uh-huh.