AccountId: 011433970860
ContactId: c7ae1b99-1f57-4db5-a377-22472ea84778
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93489 ms
Total Talk Time (AGENT): 33285 ms
Total Talk Time (CUSTOMER): 33894 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/c7ae1b99-1f57-4db5-a377-22472ea84778_20250318T21:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, hello, I'm just trying to check to see if a patient is still active with this insurance.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And I'm calling with Bethany Women's Healthcare.
[AGENT][NEUTRAL] OK, what's the policy number, [PII], and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Good phone number is [PII].
[AGENT][NEUTRAL] And what's a good, um, what's the policy number?
[CUSTOMER][NEUTRAL] Uh, her member ID is 02571784.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Last name [PII] First name, it's [PII]
[AGENT][POSITIVE] Thank you for that information. And
[AGENT][NEUTRAL] We're checking eligibility, right?
[CUSTOMER][NEUTRAL] Yeah, I just need to know if she's active or termed.
[AGENT][NEUTRAL] OK, so I do show the policy effective date is [PII], and I show the policy is active at this time, [PII], and did you have any other questions?
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] Oh, you're welcome thanks for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.