AccountId: 011433970860
ContactId: a14ae520-bc06-4095-bcb1-0d8fd676ff46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192270 ms
Total Talk Time (AGENT): 93607 ms
Total Talk Time (CUSTOMER): 48460 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/a14ae520-bc06-4095-bcb1-0d8fd676ff46_20250128T17:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes ma'am, I'm just calling to get eligibility and benefits on a patient.
[AGENT][NEUTRAL] Yeah, I can check eligibility benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] I have the member ID number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that good?
[CUSTOMER][NEUTRAL] It's D as in dog 459-067-775.
[AGENT][NEUTRAL] OK, so [PII], that's not gonna be one of our policy or member ID numbers that is going to be through, um, they're called 90 Degrees. Uh, do you maybe have their social, um, I could search for them that way.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, one moment, let me see um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mm mm mm.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just need to know whether or not his insurance is active and whether or not he has an ER copay.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, uh, what was the name for the member?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Um, let's see, OK, I did not get a result with that social, um, let me read the social security number back to you, make sure I heard that correctly, um, that was [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, no, I didn't get a result that way. Um, I could try searching using his name. If I'm unable to find him in our system, I can get you over to 90 Degrees since you do have their policy information. OK, what's the last name? Was it [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK and you did say the first name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What state does [PII] live in?
[CUSTOMER][NEUTRAL] I'm sorry, what did you say?
[AGENT][NEUTRAL] What uh state does [PII] live in?
[CUSTOMER][NEUTRAL] He lives in [PII].
[AGENT][NEUTRAL] Taxes, OK, give me just a moment.
[AGENT][NEUTRAL] Alrighty, I do not have a [PII] in our system that lives in [PII], so I can get you.
[CUSTOMER][NEUTRAL] OK, will you transfer me to 90 degree?
[AGENT][POSITIVE] Of course, yes, let me give you that number too just in case there's a disconnect and you could call them back. Give me just a moment let me get that.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] OK, are you ready for the number?
[CUSTOMER][NEUTRAL] Yup.
[AGENT][NEUTRAL] Alrighty, it is [PII].
[AGENT][NEUTRAL] 833.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 4296.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course did you want me to go ahead and transfer you now?