AccountId: 011433970860
ContactId: eb9e1bda-7d20-4330-aa91-983e33acdf40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120279 ms
Total Talk Time (AGENT): 64288 ms
Total Talk Time (CUSTOMER): 40505 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/eb9e1bda-7d20-4330-aa91-983e33acdf40_20250618T15:55_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII] I. Last name initial is [PII] I was calling to verify eligibility for a member, please.
[AGENT][NEUTRAL] I can help with eligibility, [PII]. What is that policy number, please?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 01262595.
[AGENT][NEUTRAL] OK, I'm having difficulty hearing you. You said 0126251926, excuse me, I'm sorry, 01262595. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's a direct line [PII].
[AGENT][NEUTRAL] The policy went into effect on [PII]. It is active. This is the secondary or gap insurance that they receive from their employer, and when they renew as a group, [PII], they get a new policy number. So whenever you're ready, I'll give you the new policy number which is active.
[CUSTOMER][POSITIVE] OK, OK, I'm ready.
[AGENT][NEUTRAL] 02595732. Again, that's 02.
[AGENT][NEUTRAL] 59.
[AGENT][NEUTRAL] 5732. Is there anything else that I can help you with on the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Would authorization be required?
[AGENT][NEUTRAL] Pre-authorization is not required on these policies because they're a secondary or gap insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, thank you so much, Ms. [PII]. May I please have the first initial of your last name and a call reference?
[AGENT][NEUTRAL] It's [PII]. We'll use that today's date as our reference.
[CUSTOMER][POSITIVE] OK, thank you again. You have a good rest of your day.
[AGENT][POSITIVE] Thank you for contacting APO