AccountId: 011433970860
ContactId: 9050d4aa-e461-47a3-944c-4818e8b43f2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125580 ms
Total Talk Time (AGENT): 65370 ms
Total Talk Time (CUSTOMER): 52685 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/9050d4aa-e461-47a3-944c-4818e8b43f2e_20250204T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a provider's office. I was looking to verify eligibility for a member please.
[AGENT][NEUTRAL] Yeah, I could check my eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes I do. That would be 195528-193.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm sorry, um, that was 195528193?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, that is going to be a bit too long to be one of our policy numbers, [PII].
[CUSTOMER][NEUTRAL] OK, let me see if it has it on the EOB um let's see, uh, the policy number on the EOB I have is 01896478.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. That sounds more like it. Give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] It should be [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Alrighty, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if she has one that's.
[CUSTOMER][NEUTRAL] Mhm yep.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] More active, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, she does not, this was the last policy that she had with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that answers my question about the EOB. Great. All right, thank you so much, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Um, could I, yeah, could I get a reference number for our call, please?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, that was it. Thank you again for your help.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.