AccountId: 011433970860
ContactId: 9601ca43-979a-4b44-8e44-1be7d52ebecf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104720 ms
Total Talk Time (AGENT): 49251 ms
Total Talk Time (CUSTOMER): 45760 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/9601ca43-979a-4b44-8e44-1be7d52ebecf_20250102T16:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII] calling from a provider's office. I'm just calling to check eligibility on one of my patients, please.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility, and you're welcome, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Oh, yes, OK. It's 02 22 1105.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Absolutely. Her first name is [PII], last name [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I'm actually showing the policy is no longer active. Um, it was effective from [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, it was I'm sorry, it was effective from [PII] and when did it turn?
[AGENT][NEUTRAL] Um, yesterday, [PII].
[CUSTOMER][POSITIVE] [PII] alright perfect thank you so much and can I just get a reference number for the call please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you and I have a great day.
[AGENT][POSITIVE] You also, [PII], thanks for calling APL and happy New [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Happy [PII] to you too bye bye.
[AGENT][NEUTRAL] Bye-bye.