AccountId: 011433970860
ContactId: ca84b6c7-a4d1-4b64-ba00-a34461ca1f37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135720 ms
Total Talk Time (AGENT): 66048 ms
Total Talk Time (CUSTOMER): 38457 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/ca84b6c7-a4d1-4b64-ba00-a34461ca1f37_20250529T19:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] She doesn't have any yeah.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from a provider's office. I'm just trying to confirm eligibility on a patient.
[AGENT][NEUTRAL] OK, I could check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. It is 02481899.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Yes, you got it.
[AGENT][POSITIVE] Alright, I will go ahead and send that now. I should get it within about 10 minutes or so. Uh, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Um, do you know if he used any of his annual macs?
[AGENT][NEUTRAL] Oh let me take a look one moment.
[AGENT][NEUTRAL] No, he has not used any of his uh benefit so far this year.
[CUSTOMER][NEUTRAL] OK, um, and do you guys do reference numbers?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] You said today's date with the reference number, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, no, that was it, [PII], thank you so much have a good day.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL you too bye bye.