AccountId: 011433970860
ContactId: 9dc93a76-8f48-4d7b-ab1f-3b4a796e76a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195279 ms
Total Talk Time (AGENT): 87717 ms
Total Talk Time (CUSTOMER): 65275 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/9dc93a76-8f48-4d7b-ab1f-3b4a796e76a9_20250327T16:46_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I just want to check the eligibility of the patient. Can you help me with that?
[AGENT][NEUTRAL] OK, [PII], you're needing eligibility only, is that correct?
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Did you say you were only needing eligibility, [PII]? Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK. Yes, sir. I can help you with that. Enjoy, what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] It is uh it is policy number is.
[AGENT][NEUTRAL] Policy number? Yes, ma'am.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 0236182
[CUSTOMER][NEUTRAL] 842
[AGENT][NEUTRAL] OK. OK, give me that number altogether again.
[CUSTOMER][NEUTRAL] 02361842.
[AGENT][NEUTRAL] 42. OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm mm mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Just one moment, [PII].
[AGENT][NEUTRAL] OK, so any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] the patient's name is [PII]. It is [PII] and the last name is [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I see that she had been the spouse of the subscriber on the supplemental policy, but this policy, [PII] is no longer active.
[AGENT][NEUTRAL] The policy had an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And it turned [PII] and there is no other coverage with our company.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you spell your name, ma'am?
[AGENT][NEUTRAL] [PII] and the first initial to my last name is [PII] and my name along with today's date would be your call reference number, [PII], if you need one.
[CUSTOMER][POSITIVE] Ma'am, can you spell once again? I'm really sorry for that.
[AGENT][NEUTRAL] OK, it is [PII]
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] Uh, call reference number? Uh, your name in this state, OK.
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] Thank you, ma'am. Have a nice day. Bye-bye.
[AGENT][POSITIVE] Yes ma'am. You're very welcome, [PII]. That is all I can help you with. Thank you for calling APO and I hope you have a nice day also.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye-bye.