AccountId: 011433970860
ContactId: ce107c9b-ba31-4210-ac71-d019857e2034
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120739 ms
Total Talk Time (AGENT): 55158 ms
Total Talk Time (CUSTOMER): 64412 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/ce107c9b-ba31-4210-ac71-d019857e2034_20250312T15:51_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], my name is [PII], and I was just trying to verify eligibility on a patient and see if she's used any of her benefits for this year.
[AGENT][NEUTRAL] Yes, I can certainly look that up, [PII]. What's the policy number, please?
[CUSTOMER][NEUTRAL] OK, let me get that for you.
[CUSTOMER][NEUTRAL] OK, it is 2273478.
[AGENT][NEUTRAL] Thank you. And the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] Her name is, well, his name is [PII]. Date of birth is [PII], and I was actually checking on his wife, [PII] for the date of birth of [PII].
[AGENT][NEUTRAL] OK, yes, certainly, um, and is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[AGENT][NEUTRAL] I do appreciate that. So the policy went into, um, went into effect on [PII]. It is active. Now, [PII] hasn't used any of her benefits for this calendar year, um.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I do show that she used some last year, but uh for the calendar year [PII], uh, she has not used any of her benefits, but she is active. Now, uh, would you like to know any of her history, uh, or is there anything?
[CUSTOMER][NEUTRAL] No ma'am, that's all I needed. I just wanted to see if she'd used anything for this year.
[AGENT][NEUTRAL] Uh, no, no, she has not.
[CUSTOMER][POSITIVE] Sounds good. Is there a reference number for the phone call today?
[AGENT][NEUTRAL] Yes, uh, my name is [PII], and the first letter of my last name is [PII], and we're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] Sounds good I appreciate it you have a great day.
[AGENT][POSITIVE] Mhm thanks for contacting AP have a good day.