AccountId: 011433970860
ContactId: d5e87778-ac36-4ab1-8701-b9758b54eb2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93839 ms
Total Talk Time (AGENT): 27846 ms
Total Talk Time (CUSTOMER): 33181 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/d5e87778-ac36-4ab1-8701-b9758b54eb2f_20250422T14:15_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I'm just calling to verify eligibility for a member please.
[AGENT][POSITIVE] I'd be happy to assist with eligibility. May I have your first name, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][POSITIVE] And let me know if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I said the the member's number?
[AGENT][NEUTRAL] The policy number, yes.
[CUSTOMER][NEUTRAL] Oh, OK, it is 02486188.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] That.
[AGENT][NEUTRAL] Please be advise for verification
[AGENT][NEUTRAL] I do show the policy is current.
[AGENT][NEUTRAL] Looks like the date is [PII] and are you calling for inpatient or outpa?
[CUSTOMER][NEUTRAL] Um, I was just calling for the eligibility, so it is still active you said?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Uh, no, that was all thank you so much.
[AGENT][POSITIVE] Thank you for calling ATM. You have a good day.
[CUSTOMER][NEUTRAL] You too.