AccountId: 011433970860
ContactId: de11be8d-4fa2-4d97-a391-6aa6ac93118c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125139 ms
Total Talk Time (AGENT): 60711 ms
Total Talk Time (CUSTOMER): 35717 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/de11be8d-4fa2-4d97-a391-6aa6ac93118c_20250108T20:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi I was calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you. Can I get your first name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] It is 1323032.
[AGENT][NEUTRAL] And I'll get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you, and you're just checking eligibility, [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, we can get that information to you. I'm showing or for you I'm showing an effective date.
[AGENT][NEUTRAL] Let me give you the current policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have, and you are a medical provider?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so the policy number is 235.
[AGENT][NEUTRAL] 0208.
[AGENT][NEUTRAL] The policy effective date is [PII].
[AGENT][NEUTRAL] And I do show the policy is active at this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then do the claims still go to?
[CUSTOMER][NEUTRAL] Um, the [PII].
[AGENT][NEUTRAL] Uh, no, it's been updated some years ago. It's [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. Alright, thank you very much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL and [PII], anything else?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] All right. Thank you. You too. Mm bye.