AccountId: 011433970860
ContactId: 9b38c1f4-7bae-4bb8-858b-ab618e74edac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123980 ms
Total Talk Time (AGENT): 50890 ms
Total Talk Time (CUSTOMER): 50171 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/9b38c1f4-7bae-4bb8-858b-ab618e74edac_20250505T12:57_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Um, I'm calling for benefits. What was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. My name is [PII].
[AGENT][POSITIVE] All right, [PII], I'm happy to check on benefits. What's the policy number?
[CUSTOMER][NEUTRAL] 01947042
[AGENT][POSITIVE] All right, thank you so much.
[CUSTOMER][NEUTRAL] And [PII], do you spell your name with, with an [PII] or, or just an A?
[AGENT][NEUTRAL] OK, please
[AGENT][NEUTRAL] Yes, ma'am. There's an [PII] at the end. It's [PII]
[CUSTOMER][NEUTRAL] OK, and what's the first initial of your last name, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date is [PII]. We are the member's secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, I'm not showing up, a primary. Um, are you showing a primary by chance?
[AGENT][NEUTRAL] Uh, we, unfortunately don't have that information, so you would have to check with the insured on that.
[CUSTOMER][NEUTRAL] OK. All right. And [PII], is there a reference number for our call?
[AGENT][POSITIVE] Absolutely. Call references my name with my last initial and then today's date.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] OK, great. Thank you so much, [PII]. I hope you have a great day.
[AGENT][NEUTRAL] You too. Bye-bye, [PII].
[CUSTOMER][POSITIVE] Thank you bye bye.