AccountId: 011433970860
ContactId: e1c4d0b7-53fe-4b66-9191-3511c6b35674
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103690 ms
Total Talk Time (AGENT): 50418 ms
Total Talk Time (CUSTOMER): 31452 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/e1c4d0b7-53fe-4b66-9191-3511c6b35674_20250625T15:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to verify eligibility for a patient, please.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. Uh, what was your name please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you, uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] It's 02253207 ML 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Patient [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you so much for verifying that. Uh, so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] And is there a termination date for this policy?
[AGENT][NEUTRAL] No, it is currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, uh, thank you so much. Am I able to get a call reference number from you, please?
[AGENT][NEUTRAL] Sure, reference number would just 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][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.