AccountId: 011433970860
ContactId: cdf01118-0b78-41e2-8e32-a11463a966bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178369 ms
Total Talk Time (AGENT): 81189 ms
Total Talk Time (CUSTOMER): 94069 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/cdf01118-0b78-41e2-8e32-a11463a966bc_20250115T17:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and I'm just calling to confirm a patient's eligibility.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. I'm so sorry, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] So the, the dog then.
[CUSTOMER][NEUTRAL] Um, it's [PII]. It's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Got it thank you for that. OK and then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] and that's direct.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 016.
[CUSTOMER][NEUTRAL] 62,970 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Alright, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. I've actually got a different last name for [PII].
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Let me see if I can see the card here.
[CUSTOMER][NEUTRAL] The referral details that they sent us and see the PCM is [PII].
[CUSTOMER][NEUTRAL] OK, I think I see it here. Let me see.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Oh, this one shows [PII]. Oh.
[AGENT][NEUTRAL] That's OK. Um, all of the others I have as [PII], so that's OK. I have her in here as [PII], so I mean I would just pass along that they if that needs to be updated they should give us a call so we can get that corrected, um, but that's OK for now. Alrighty, I appreciate you verifying that information. Uh, so this policy is active effective date was [PII], and this is a secondary medical policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Perfect. And do you all give um reference number?
[AGENT][NEUTRAL] Yeah, reference number would just be my first name, last initial, and today's date. I so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That you have
[CUSTOMER][POSITIVE] No, that was all. Thank you so much. You have a great day.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. You too. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Alright.