AccountId: 011433970860
ContactId: e082da7c-3203-41bc-bc84-493a26d866a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195619 ms
Total Talk Time (AGENT): 72630 ms
Total Talk Time (CUSTOMER): 110696 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/e082da7c-3203-41bc-bc84-493a26d866a5_20250523T19:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, yeah, this is [PII] calling from provider office to check uh eligibility status.
[AGENT][NEUTRAL] We're just checking eligibility.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] You said we're checking eligibility?
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, yeah, I can check that for you. Um, I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Send down.
[AGENT][NEUTRAL] Oh, OK, um, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Sure. The policy number is 01702597 M as in Mike L as in Lima 8.
[CUSTOMER][NEUTRAL] He
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes. The first name is uh [PII] and [PII] name [PII] [PII], and the last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. And so this policy is active, effective date was [PII].
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and coinsurance after major medical pays.
[CUSTOMER][NEUTRAL] Sorry, your voice is uh some disturbance. Can you please uh repeat again?
[AGENT][NEUTRAL] The effective date was [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it is currently active.
[CUSTOMER][NEUTRAL] OK. There is any uh term date?
[AGENT][NEUTRAL] No, it's currently active.
[CUSTOMER][NEUTRAL] OK, uh, there is any patient responsible like the copay deductible.
[AGENT][NEUTRAL] Uh, no, there's no, this, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see just a moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, uh, unless it was for an emergency room that does have a deductible, but nothing else does.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. May I know your call reference number?
[AGENT][NEUTRAL] Reference number would be my first name, last initial, and today's date. Uh so my name is spelled [PII], was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, uh, your voice is of, uh, some disturbance. Could you help me with your good name?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Last initial is [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. It's [PII], right?
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][POSITIVE] OK. And last name? OK, thank you, thank you so much. Thank you for assisting me. Have a great day. Bye-bye.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Yeah.