AccountId: 011433970860
ContactId: c758c970-af82-4ca2-80e7-a79de09ac210
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127190 ms
Total Talk Time (AGENT): 54321 ms
Total Talk Time (CUSTOMER): 62480 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/c758c970-af82-4ca2-80e7-a79de09ac210_20250415T17:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. I'm calling the provider office, um, to get benefit in November please.
[AGENT][NEUTRAL] We're checking benefits.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] OK, yeah, I can check that for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. It is alright, which hospital is it which one? OK, I think they're the same. This two is for in office, um, alrighty.
[AGENT][NEUTRAL] Uh, either one
[AGENT][POSITIVE] It's perfectly fine. I can pull it up either one.
[CUSTOMER][NEUTRAL] OK, so it's gonna be outpatient, so 02156387 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth? Oh, I'm so sorry. I think I might have misheard that. Uh, could you repeat that policy number? I'm so sorry.
[CUSTOMER][NEUTRAL] Sure, 02156389 M as in mother, L as in Larry, the number 7.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] Alrighty and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. So this policy actually terminated [PII]. If you'll give me one moment, I'll see if they have one that's active. It might just be a different policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, sure, thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, they do not. This was the only policy they had with us.
[CUSTOMER][NEUTRAL] So on the policy.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] right
[CUSTOMER][POSITIVE] Alright, I will reach out to her and say thank you.
[AGENT][NEUTRAL] Of course is there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, no, that will do it, thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright same to you bye.
[AGENT][POSITIVE] Thank you. Bye-bye.