AccountId: 011433970860
ContactId: f0d3edf9-f382-48f9-950d-e7d404fd8296
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87620 ms
Total Talk Time (AGENT): 36101 ms
Total Talk Time (CUSTOMER): 36090 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/f0d3edf9-f382-48f9-950d-e7d404fd8296_20250107T14:58_UTC.wav
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[AGENT][POSITIVE] Hello thank you for calling ATL. This is so[PII]How may I assist you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, my name is La[PII]I'm calling from Humana's coordination of benefits department, and I'm needing to verify eligibility on a member.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's 50[PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02449066 ML 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Ju[PII]nd the date of birth is Ja[PII].
[AGENT][NEUTRAL] Thank you. And you said you need eligibility. We have an effective date of De[PII]It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] It's supplemental, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, that's all I needed I appreciate your time.
[AGENT][POSITIVE] You're welcome and thank you for calling APR. Have a good day, Miss.
[CUSTOMER][POSITIVE] Thanks you too. Bye.