AccountId: 011433970860
ContactId: e2ae7a50-e061-4f01-82d8-6e69a9a0c305
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137339 ms
Total Talk Time (AGENT): 62569 ms
Total Talk Time (CUSTOMER): 69013 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/e2ae7a50-e061-4f01-82d8-6e69a9a0c305_20250623T18:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I need to verify eligibility for patient.
[AGENT][NEUTRAL] OK, I can check eligibility for you. Uh, what was your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, I have.
[CUSTOMER][NEUTRAL] 025-06661.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, the, well, the number is [PII], um, [PII]'s date of birth.
[CUSTOMER][NEUTRAL] Is [PII] [PII] um but we'll be seeing uh [PII].
[AGENT][NEUTRAL] OK, bear with me just a moment. I apologize my system's kind of freezing on me. Give me just a second. I'm sorry.
[CUSTOMER][POSITIVE] OK, no problem, yeah.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, you did say this was for [PII]. Do you have her date of birth?
[CUSTOMER][NEUTRAL] Uh, her date of birth is, sorry, I'm jumping back and forth between three different things.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, her date of birth is [PII].
[AGENT][NEUTRAL] Perfect. OK, thank you so much for verifying that. Uh, so this policy is active. The effective date was [PII], and if you'd like, I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Yeah, we have
[CUSTOMER][NEUTRAL] OK, you want me to call him and yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Uh, you know what? Yeah, I don't have that on file. If you could do that, that'd be great.
[AGENT][POSITIVE] Sure, absolutely. What's that fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] I just wanna get
[CUSTOMER][NEUTRAL] Hm yeah yeah make sure we get the best, uh, yeah, yeah, yeah, um, the narrative for [PII].
[AGENT][NEUTRAL] Alright. I will go ahead and get that sent now. I should get it within about 10 minutes or so. Uh, was there anything else I can help you with?
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][POSITIVE] Uh, no, that was all. I appreciate it.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright mhm bye bye.
[AGENT][NEUTRAL] Bye.