AccountId: 011433970860
ContactId: b2470658-6598-4d8e-b55e-ee096346f367
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326899 ms
Total Talk Time (AGENT): 84187 ms
Total Talk Time (CUSTOMER): 62296 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/b2470658-6598-4d8e-b55e-ee096346f367_20250108T15:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I work at the MEA clinic in in [PII], and I was calling for eligibility for a patient that we have here.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] It has an employee ID number?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. Is there any sort of member ID or?
[CUSTOMER][NEUTRAL] No, ma'am. It just got uh employee ID.
[CUSTOMER][NEUTRAL] I don't know if that's the same one or not.
[AGENT][NEUTRAL] What is
[AGENT][NEUTRAL] What does the employee ID start with?
[CUSTOMER][NEUTRAL] Uh, it starts with a D as in dog.
[AGENT][NEUTRAL] OK, yeah, let me do a search by their name because I can't pull it with that number. What is their first and last name?
[CUSTOMER][NEUTRAL] Um, the first name is [PII].
[CUSTOMER][NEUTRAL] The last name is [PII].
[AGENT][NEUTRAL] Uh, and
[AGENT][NEUTRAL] What state does he live in? [PII]?
[CUSTOMER][NEUTRAL] Um, let me make sure.
[CUSTOMER][NEUTRAL] I think he stays in.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, let me see if I can find something for [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Well, you do have a junior at the end of his night he's a junior.
[AGENT][NEUTRAL] Let me see if that helps me any. You don't by chance have a social, do you?
[CUSTOMER][NEUTRAL] Uh, let me see.
[AGENT][POSITIVE] Just because I would be more.
[CUSTOMER][NEUTRAL] Yeah, I have it. It's [PII].
[AGENT][POSITIVE] All right, thank you so much. That should give us some more.
[AGENT][NEUTRAL] Do you know if he's the actual policy holder like he's.
[CUSTOMER][NEUTRAL] It doesn't say another name on here.
[AGENT][NEGATIVE] No. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, cause I didn't bring up anything right off the bat with his name on it. That's why I was wondering if maybe somebody else was the uh
[AGENT][NEUTRAL] Policyholder. What is his date of birth?
[CUSTOMER][NEUTRAL] His date of birth is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You're not finding him?
[AGENT][NEUTRAL] Yeah, I mean, I've tried everything and I even pulled up the ones that I was able to find, uh, just to make sure to see if the date of birth or anything like that matched. Um, let me see, what is that, um.
[AGENT][NEUTRAL] Yeah, I mean, the first thing that comes up.
[AGENT][NEGATIVE] Not even for him, so I'm sorry, I can't find anything.
[CUSTOMER][POSITIVE] OK, that's all I needed, so he's just not eligible for coverage, but I really appreciate it.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][POSITIVE] Have a good day bye bye