AccountId: 011433970860
ContactId: e2cdfdc6-4185-47bf-ac77-3ccb7b8f9246
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105879 ms
Total Talk Time (AGENT): 54640 ms
Total Talk Time (CUSTOMER): 38759 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/e2cdfdc6-4185-47bf-ac77-3ccb7b8f9246_20250623T15:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm with Quincy Medical Group in the billing department. Um, I needed to verify eligibility for a patient and then I also had a question, um, about you guys' like network coverage, if any.
[AGENT][NEUTRAL] Sure, yeah, I can check that eligibility in that network. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yep [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] It is 021-38628.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. uh, so this policy is active. That effective date was [PII].
[AGENT][NEUTRAL] And this is a limited indemnity medical plan so it pays a set dollar amount per covered procedure or office visit and with that there is no network affiliation it could be used anywhere you just send that claim information directly to us.
[CUSTOMER][POSITIVE] Alrighty that works um is there a reference number I can get for a call today please?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial and today's date and so my name is spelled [PII] and there wasn't anything else I could help you with?
[CUSTOMER][POSITIVE] No, that will be it thank you very much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.