AccountId: 011433970860
ContactId: c8c60428-5952-4416-8bdc-715ede9cc635
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232619 ms
Total Talk Time (AGENT): 85036 ms
Total Talk Time (CUSTOMER): 77572 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/c8c60428-5952-4416-8bdc-715ede9cc635_20250313T18:52_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII] calling from provider office. I'm looking for patient eligibility and benefits.
[AGENT][NEUTRAL] I can help with eligibility and benefits. What is the policy number, please?
[CUSTOMER][NEUTRAL] And the member policy number is 1116015.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The patient's last name [PII] and the first name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, and you said the policy number was 01116015?
[CUSTOMER][NEUTRAL] No, it's policy number is 1116015.
[AGENT][NEUTRAL] OK. Um, the reason that I'm asking is because when I pull up 1116015, it, it comes up to a different individual.
[AGENT][NEUTRAL] And it's a policy that has lapsed. So is there uh.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Anything else at all that you have? Sure.
[CUSTOMER][NEUTRAL] One moment, let me
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you please try this? It's 22019.
[AGENT][NEUTRAL] Uh, OK. Let's see.
[AGENT][NEUTRAL] You mean the group number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] That is a group that we have but they are lapsed, so that would not.
[AGENT][NEUTRAL] It's not coming up to that. How do you spell the patient's last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you. And the first name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, let me see if I can't find it that way. Excuse me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. My callback number is [PII].
[CUSTOMER][NEUTRAL] Sorry, my callback number is [PII].
[AGENT][NEUTRAL] I appreciate that. Thank you. Now, the policy, they had a policy with us from [PII] until [PII].
[AGENT][NEUTRAL] That that policy lapsed as of [PII].
[AGENT][NEUTRAL] So the policy is no longer active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. This policy is currently time on [PII]. Am I right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. May I know your name and the callerence number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that in today's date as a reference. Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] Can you please, yeah, can you please spell your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for assisting me, [PII]. You have a wonderful day.
[AGENT][POSITIVE] OK, well thank you for contacting you have a good day.