AccountId: 011433970860
ContactId: cad2f97e-3d18-4627-8a95-67f229176c60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119739 ms
Total Talk Time (AGENT): 60549 ms
Total Talk Time (CUSTOMER): 39366 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/cad2f97e-3d18-4627-8a95-67f229176c60_20250328T15:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] at Atrium Health. I need to verify eligibility on insurance.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's 02405912ML8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK, the first name is [PII]. Uh, birth date is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So this particular policy was effective from [PII].
[AGENT][NEUTRAL] But there is an active policy. Uh, let me get that for you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this one became effective on [PII]. It's still active. Um, that's policy number 253.
[AGENT][NEUTRAL] 8068.
[CUSTOMER][NEUTRAL] So that's 253-8068.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I'll update that in our record.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, is there a reference number for the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye