AccountId: 011433970860
ContactId: ec9ae0e1-74b5-4120-93a8-d9748268b8ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87470 ms
Total Talk Time (AGENT): 30883 ms
Total Talk Time (CUSTOMER): 41670 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/ec9ae0e1-74b5-4120-93a8-d9748268b8ec_20250311T13:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII] and I was calling to verify eligibility on a patient.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] I have 02501560ML7.
[AGENT][NEUTRAL] And the patient's name and date of birth I'm sorry, let me get a phone number first.
[CUSTOMER][NEUTRAL] Sure, my phone number is [PII].
[AGENT][NEUTRAL] Thank you, and now the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I have [PII] [PII].
[AGENT][POSITIVE] Alright, thanks for that information, [PII] and you're just wanting the effective date?
[CUSTOMER][NEUTRAL] Uh yes, ma'am, if they were still active.
[AGENT][NEUTRAL] OK, so I'm showing an effective date of [PII] and this policy is active at this time. And did you have any other questions?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No ma'am, it looks like it's a limited benefit plan um but we've got to add as a secondary so um no I think I think that was it.
[AGENT][NEUTRAL] OK, that's a supplemental gap policy, so it's not necessarily a limited policy though.
[CUSTOMER][NEUTRAL] Uh, OK, OK, got it. I will, um, notate that to the account.
[CUSTOMER][NEUTRAL] Alrighty, no, ma'am, that was it.
[AGENT][POSITIVE] Alrighty well thank you for calling APL [PII] have a good day.
[CUSTOMER][POSITIVE] Thanks you as well bye bye.
[AGENT][NEUTRAL] Uh, bye-bye.