AccountId: 011433970860
ContactId: a9b622a0-054d-43c7-b9a2-0939bd676da1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175339 ms
Total Talk Time (AGENT): 67653 ms
Total Talk Time (CUSTOMER): 75410 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/a9b622a0-054d-43c7-b9a2-0939bd676da1_20250109T13:23_UTC.wav
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[AGENT][NEUTRAL] Contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I am calling from uh UM Health Spiro looking uh to.
[CUSTOMER][NEUTRAL] Uh, what am I calling you for? I'm sorry, looking for, um, eligibility for members.
[AGENT][NEUTRAL] I can help with eligibility. Um, [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, so I have 3 of them. The first one is 022.
[CUSTOMER][NEUTRAL] 300.
[CUSTOMER][NEUTRAL] 89
[AGENT][NEUTRAL] OK, let's look at that one first. Um, and the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Is there um a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] 332
[CUSTOMER][NEUTRAL] 984-4.
[AGENT][NEUTRAL] Thank you very much. It looks like the policy went into effect on [PII]. It is active. Now, is there anything else besides eligibility that I can help with on this policy?
[CUSTOMER][NEUTRAL] Um, no, just needed the, uh, eligibility on these ones.
[AGENT][NEUTRAL] OK, and then the next policy.
[CUSTOMER][NEUTRAL] Um, will, will there be one reference number at the end or one for each patient?
[AGENT][NEUTRAL] Uh, no, it's the same. It's my name which is [PII], and we're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] OK, fabulous. Alright, so the next policy number is 223.
[CUSTOMER][NEUTRAL] 0106.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, this particular policy went into effect on [PII] and it is active.
[CUSTOMER][NEUTRAL] All right, and then let's see, I have one last one here.
[CUSTOMER][NEUTRAL] Policy number is 022.
[CUSTOMER][NEUTRAL] 30085.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you very much. So it looks like this policy is active. It went into effect on
[AGENT][NEUTRAL] [PII] and [PII] is uh is eligible.
[CUSTOMER][POSITIVE] All right, fabulous thank you very much [PII] for your help with all those claims. I appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thanks for contacting AP have a good