AccountId: 011433970860
ContactId: d69cc346-1966-4559-9ca1-611ad6dd7026
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144899 ms
Total Talk Time (AGENT): 48986 ms
Total Talk Time (CUSTOMER): 66318 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/d69cc346-1966-4559-9ca1-611ad6dd7026_20250527T14:57_UTC.wav
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[CUSTOMER][NEUTRAL] I tell you what, let me have [PII] call you, OK?
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from a doctor's office, a provider's office.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] A um patient just provided us with the APL um insurance information and it's showing in the system that she is not eligible so I'm just trying to confirm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, I can help you with eligibility. um Ms. [PII], what is your callback number and the name of the facility that you're calling from?
[CUSTOMER][POSITIVE] Oh no no no let me talk. Thank you. OK. Thank you, you're welcome bye bye.
[CUSTOMER][NEUTRAL] It's um my call back is [PII].
[CUSTOMER][NEUTRAL] And I'm calling from Doctor [PII]'s office.
[AGENT][NEUTRAL] OK, and then what is the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[CUSTOMER][NEUTRAL] And her policy number is 02589518.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK. So looking at [PII], I do see that her policy is still active. Um, her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] All right, and your name again?
[AGENT][NEUTRAL] My name is [PII], it's [PII]
[CUSTOMER][NEUTRAL] All right, [PII], thank you. I just needed to confirm that before I override it in the system.
[AGENT][POSITIVE] Yes ma'am, we appreciate you calling APL Ms. [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] All right thank you.
[CUSTOMER][POSITIVE] No, that's it. I appreciate your help.
[AGENT][POSITIVE] You're welcome you have a good rest of your week and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.