AccountId: 011433970860
ContactId: 8eef9167-4976-43fc-89ed-1d02e76291b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116099 ms
Total Talk Time (AGENT): 60297 ms
Total Talk Time (CUSTOMER): 67331 ms
Interruptions: 3
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/8eef9167-4976-43fc-89ed-1d02e76291b1_20250306T15:59_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, I just need to verify eligibility for a patient.
[AGENT][NEUTRAL] Yeah, I could check eligibility of course uh what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I, I can't remember our phone number shoot um.
[CUSTOMER][NEUTRAL] [PII], do you know our phone number here at the clinic? I never can remember.
[CUSTOMER][NEUTRAL] And uh everything's all packed up my notes and everything because we're fixing to move, um, [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, let's see, it's [PII].
[AGENT][NEUTRAL] I've got a number on my caller ID um it's [PII] is that right?
[CUSTOMER][POSITIVE] Yes, that's the one. Yes, [PII]. Yes. Thank you.
[AGENT][NEUTRAL] OK, thank you. Just wanted to make sure. I appreciate it, of course, um, and then did you have that policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's um 01653567.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] It's [PII] Her date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that, [PII]. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect thank you that's what I needed to know sorry for not knowing the number I had to always just look at it OK alright OK no uh no that's it. I appreciate it thank you.
[AGENT][NEUTRAL] Alright, of course, there wasn't anything else I can help you with? No, that's OK. It's all right, of course. Was there anything else I can help you with?
[AGENT][POSITIVE] Alright, yes ma'am, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thanks bye bye.