AccountId: 011433970860
ContactId: 9a1bc1aa-4700-445a-857f-fa91bc8ed3a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142639 ms
Total Talk Time (AGENT): 63336 ms
Total Talk Time (CUSTOMER): 73180 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/9a1bc1aa-4700-445a-857f-fa91bc8ed3a7_20250415T19:49_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. How are you?
[AGENT][NEUTRAL] I'm fine how are you?
[CUSTOMER][NEUTRAL] Oh, I am tired, [PII]. I have to go home. My name is, it's my eyes. It's just my eyes. My name is [PII]. I'm calling from AdventHealth. Um, I have a patient with this APL plan and I can't verify the eligibility. That's all I need to do.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] OK, I can certainly help with that eligibility. Yes, and what's the policy number, please?
[CUSTOMER][NEUTRAL] It is 02369762. M as in Mary, L as in Larry, the number 7 for Iam Shah.
[CUSTOMER][NEUTRAL] With the date of birth of [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. Wait, wait, wait, wait, wait, wait.
[CUSTOMER][NEUTRAL] See, I tell you, my brain is gonna diet [PII].
[AGENT][NEUTRAL] OK, yeah, thank you very much. You asked about eligibility. Now, I, I will tell you first, uh, [PII] that what this is group, uh, secondary insurance. So every time they renew the group, they get a new policy number. So the, the newest policy number which went into effect on [PII] and which is active, is 02.
[AGENT][NEUTRAL] 51
[AGENT][NEUTRAL] 8203. So that went into effect on [PII] and it is active.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 02518203 so you don't have any ML or anything in that number, right?
[AGENT][NEUTRAL] Oh, well, yeah, yeah, we do. Um, it's just that that, you know, that's really just more for us, um, so, uh, but yes, uh, yeah, you can certainly add that on there, but.
[CUSTOMER][NEUTRAL] Oh, OK, so we could just we could just use this, OK.
[AGENT][POSITIVE] Yeah, sure, absolutely.
[CUSTOMER][NEUTRAL] OK, so you change it every time.
[AGENT][NEUTRAL] Now, now you did say that the eligibility was the only thing that I could help with or?
[CUSTOMER][NEUTRAL] Yeah, that's all I need, yeah, because, yeah, that is secondary to the um.
[CUSTOMER][POSITIVE] Primary which is Signa, they have signal, so yeah, no, I was just closing off the account and we had a check yet, so I think we are good. That's it.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Sure. Well,
[AGENT][POSITIVE] OK, well, thank you very much for contacting APL. I hope you get to go home soon. Have a good day and bless your heart.
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[CUSTOMER][POSITIVE] Thank you.