AccountId: 011433970860
ContactId: de1e727e-f423-40ad-8f54-e0bfa58ae8df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145320 ms
Total Talk Time (AGENT): 61003 ms
Total Talk Time (CUSTOMER): 64353 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/de1e727e-f423-40ad-8f54-e0bfa58ae8df_20250123T19:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I was calling to check and see, um,
[CUSTOMER][NEUTRAL] So I used to have ATLs insurance, but I've switched jobs, um, but I have a doc, I have a doctor's appointment that wasn't covered in November and I thought I had um a policy open in November. Um, so I was just calling to check and see if I did have one then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we can definitely double check. Do you still have by chance the policy number?
[CUSTOMER][NEUTRAL] Um, yes, I have a picture of it, so it was 02419737.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up here one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then if I could just verify please your first, last name and date of birth.
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII]. Um my birthday is [PII].
[AGENT][NEUTRAL] Thank you, [PII] and then I just need to verify um what the address on file would have been if you can recall.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. All right, so it looks like the coverage started um on this. The effective date was [PII]. So as long as, yeah, the data services within that time, it should have been covered.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][POSITIVE] Sounds good. I'll contact my doctor's office and see cause they said they didn't have anything.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Like I didn't have, they said I didn't have insurance then, but I was like, I swear I had, I thought it was covered. So I'll, I'll call them again and see.
[AGENT][NEUTRAL] Yeah, so
[AGENT][NEUTRAL] OK, yeah, and I mean if you give them that number, we can verify with them the eligibility if we need to, so yeah, if, if you have any other questions or concerns feel free to call.
[CUSTOMER][POSITIVE] OK, sounds good. Thank you.
[AGENT][POSITIVE] You're welcome, [PII] have a good one.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] OK.