AccountId: 011433970860
ContactId: 8ec90eca-615b-47db-b438-f881e1e82ce8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119209 ms
Total Talk Time (AGENT): 52769 ms
Total Talk Time (CUSTOMER): 42974 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/8ec90eca-615b-47db-b438-f881e1e82ce8_20250606T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII].
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, yes, um, I was just calling to verify insurance on the patient.
[AGENT][NEUTRAL] OK, yeah, I could check that eligibility for you. uh, what was your name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah [PII].
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, yes, sorry, give me one second, let me log back into it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] It's 01562685.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, it's [PII] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying that. Uh, so this policy I am showing, uh, that it did terminate [PII]. If you'll give me one moment, I'll see if he has one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, he does not, this was the last policy he had with us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][NEUTRAL] Of course. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that's it, thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for giving us a call have a great rest of your day.
[CUSTOMER][NEUTRAL] Oh, give me one second, um, does he have a uh a spouse on there?
[AGENT][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] Um, he, let me see.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, he did, um, she also terminated with this policy.
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Of course have a great rest of your day. All right thanks bye bye.
[CUSTOMER][POSITIVE] Yeah, that's all I needed to know thank you.
[CUSTOMER][NEUTRAL] You too bye.
[CUSTOMER][NEUTRAL] OK.