AccountId: 011433970860
ContactId: cf877c46-5713-4620-bf91-58cf7bb86091
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93959 ms
Total Talk Time (AGENT): 45660 ms
Total Talk Time (CUSTOMER): 33560 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/cf877c46-5713-4620-bf91-58cf7bb86091_20250507T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII].
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to get eligibility for a patient.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep, my direct line is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have a policy number?
[CUSTOMER][NEUTRAL] I do that is 02467413.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Got it, thank you for that. OK, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK perfect you said that's active effective [PII] secondary insurance?
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK and wonderful [PII], what's the initial to your last name with the call reference number?
[AGENT][NEUTRAL] Sure, that reference number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Thank you so, no, that was it. I hope you have a great day.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.