AccountId: 011433970860
ContactId: d0eeeae0-29f6-4cba-abb6-a43002636c35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103800 ms
Total Talk Time (AGENT): 37770 ms
Total Talk Time (CUSTOMER): 33709 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/d0eeeae0-29f6-4cba-abb6-a43002636c35_20250221T17:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Warren Clinic, and I am trying to verify when coverage termed for one of your members. I wasn't able to find this on your website.
[AGENT][NEUTRAL] [PII], I can assist you with eligibility. May I have a callback number, please?
[CUSTOMER][NEUTRAL] Of course [PII].
[AGENT][NEUTRAL] May I have the policy number for the member?
[CUSTOMER][NEUTRAL] 02088203
[AGENT][NEUTRAL] And could you please verify the member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] [PII], thank you so much for verifying the information today. You're calling from member eligibility.
[AGENT][NEUTRAL] Um, that policy, uh, that policy number turned 121 of 2024, and I do see where the member does not have any other coverage with us. Um, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that was all I needed. Is there a reference number for this call?
[AGENT][NEUTRAL] It will be my name and today's date.
[CUSTOMER][POSITIVE] Alright thank you so much [PII] you have a wonderful rest of your day.
[AGENT][POSITIVE] You do the same. Thank you for calling ATL. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye.