AccountId: 011433970860
ContactId: b59a1f89-7444-4e6a-ab32-12f8e690d8ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139190 ms
Total Talk Time (AGENT): 67536 ms
Total Talk Time (CUSTOMER): 44150 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/b59a1f89-7444-4e6a-ab32-12f8e690d8ae_20250115T13:04_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Good morning. I was calling to get eligibility and benefits, please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name's [PII] and my callback number is [PII].
[AGENT][NEUTRAL] Thank you [PII] and the policy number of the member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] That is 01622962 M for Mary, L for Lima 8.
[AGENT][NEUTRAL] Thank you. [PII], could you verify the patient's name and date of birth that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] That is [PII] [PII].
[AGENT][NEUTRAL] You're calling to verify benefits and eligibility for workplace or service.
[CUSTOMER][NEUTRAL] Um, it's an office visit.
[AGENT][NEUTRAL] Thank you. This policy has been active since [PII] and is currently active. The member unfortunately does not have office visits covered under the policy.
[CUSTOMER][NEUTRAL] OK, thank you. Um, is this your secondary coverage?
[AGENT][NEUTRAL] This is the gap insurance.
[CUSTOMER][NEUTRAL] OK, um, I think that's all I needed if I could just, oh, I'm sorry, can you confirm the claims address?
[AGENT][NEUTRAL] The claims address will be addressed to [PII] public [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Ok [PII].
[AGENT][NEUTRAL] [PII]. That's [PII].
[CUSTOMER][POSITIVE] Perfect. And then just the payer ID please.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Thank you. Can I get your name and a call reference number?
[AGENT][NEUTRAL] My name is [PII] and unfortunately Summer we don't provide reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you for your help. I appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling ATL and have a great day.
[CUSTOMER][POSITIVE] Have a great day. Bye-bye.