AccountId: 011433970860
ContactId: ae94e3db-9091-4436-8041-bc702ed491eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197289 ms
Total Talk Time (AGENT): 75962 ms
Total Talk Time (CUSTOMER): 62033 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/ae94e3db-9091-4436-8041-bc702ed491eb_20250331T13:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, ma'am. This is [PII] calling from provider office looking for eligibility and benefit.
[AGENT][POSITIVE] OK, sure. I can assist you with eligibility and benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, ma'am. [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the name of the facility you're calling from from my notation?
[CUSTOMER][NEUTRAL] Yeah, ma'am.
[CUSTOMER][NEUTRAL] Calling from, once again, ma'am. Advanced Institute for Metabolic Disorder and Endocrinology.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the patient's policy number, [PII]?
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, ma'am. Policy one.
[CUSTOMER][NEUTRAL] Policy number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah. 02137737.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, ma'am.
[CUSTOMER][NEUTRAL] Member first name.
[CUSTOMER][NEUTRAL] [PII] and the last name, [PII], and the date of birth, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Let me check and see if she has a new policy. This one is terminated, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is for medical?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Is it cancer-related or it's just regular medical?
[CUSTOMER][NEUTRAL] Medical, ma'am.
[AGENT][NEUTRAL] OK. So there is not a policy that is just for medical. Again, this one terminated on [PII].
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] OK, ma'am. Thank you so much.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] How to spell your name?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][NEUTRAL] Can you repeat it, ma'am?
[AGENT][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] OK. This policy was terminated, right?
[AGENT][NEUTRAL] Yes, on [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I get the call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK. Thank you so much, ma'am. Thank you so much for your wonderful assistance. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Yeah.