AccountId: 011433970860
ContactId: 9f5532a3-52b3-41d5-99c1-35975224c27a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257250 ms
Total Talk Time (AGENT): 122099 ms
Total Talk Time (CUSTOMER): 92742 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/9f5532a3-52b3-41d5-99c1-35975224c27a_20250203T17:57_UTC.wav
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[CUSTOMER][NEGATIVE] I don't like
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Shan Jacksonville Medical Center, and I just want to get eligibility dates for a member, please.
[AGENT][NEUTRAL] OK, I, I can help you, Miss [PII] with eligibility. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, my direct number with no extension is [PII].
[AGENT][NEUTRAL] OK, thank you. And then I missed the first part of the facility. I got medical center, but I missed the first part.
[CUSTOMER][NEUTRAL] It's [PII] it's spelled [PII]
[CUSTOMER][NEUTRAL] She in [PII].
[AGENT][NEUTRAL] Yeah. OK.
[AGENT][POSITIVE] [PII], thank you I appreciate that and then what is the patient's name?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And [PII] spelled [PII]
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK and then what is her policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 01941660
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, I do show that this policy for Ms. [PII] is lapsed. It's no longer active, effective [PII], but let me check to see if she does have something active with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, our data service was 43024.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] No ma'am, she does not have any active policies with us.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Is there uh a reference number for you and what was the what was it effective?
[AGENT][NEUTRAL] Uh, let me look that up again. Hold on real quick. I'm gonna find it.
[AGENT][NEUTRAL] She has a policy that um OK so the one that you gave me the 1,941,660 was effective [PII] and then lapsed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then she had another policy that was issued.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Oh, what, uh, I'm sorry, you're, you're, you're, uh.
[AGENT][NEUTRAL] But it lapsed on [PII].
[CUSTOMER][NEUTRAL] Yeah, it's system phone is going in and out. The other, the other one was issued when I'm sorry.
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] The other policy was issued on [PII], but then it lapsed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so that would that would fit in between our dates.
[AGENT][NEUTRAL] So she didn't have coverage.
[CUSTOMER][NEUTRAL] Right, is there a different policy number?
[AGENT][NEUTRAL] Yes, that is 2444.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 541.
[CUSTOMER][NEUTRAL] OK, I'm about to do that again because your, your thing is going in and out.
[CUSTOMER][NEUTRAL] It says 244.
[AGENT][POSITIVE] I apologize for that.
[CUSTOMER][NEUTRAL] OK, I have 244.
[AGENT][NEUTRAL] 4541.
[CUSTOMER][NEUTRAL] 4541 OK so I can build out of that one.
[AGENT][NEUTRAL] It it did lapse on [PII], so she did.
[CUSTOMER][NEUTRAL] Oh, you said [PII]. OK, I thought you said 10 1 24.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so that was OK.
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] OK, alright, thank you for, uh, uh, [PII], is there a reference number for you?
[AGENT][NEUTRAL] Uh, you can just use my name, [PII] and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you [PII] you have a good day.
[AGENT][POSITIVE] You too. You have a blessed one. Thanks for calling APL Ms [PII]. You take care.
[CUSTOMER][POSITIVE] Good
[CUSTOMER][POSITIVE] Thank you thank you you too bye bye.
[AGENT][NEUTRAL] Bye-bye.