AccountId: 011433970860
ContactId: f81aceb3-963b-40c8-8a1f-3027dde01961
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84660 ms
Total Talk Time (AGENT): 44308 ms
Total Talk Time (CUSTOMER): 28401 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/f81aceb3-963b-40c8-8a1f-3027dde01961_20250528T13:06_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, my name is [PII]. um, I'm just needing to verify eligibility for a patient.
[AGENT][NEUTRAL] [PII], I can certainly help with eligibility. What is that policy number that we're looking at this morning?
[CUSTOMER][NEUTRAL] 01848514
[AGENT][NEUTRAL] Thank you. The patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], um [PII].
[AGENT][POSITIVE] OK, I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Uh, what did you say? I'm sorry?
[AGENT][NEUTRAL] Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Oh yeah it's [PII].
[AGENT][NEUTRAL] Thank you very much. I'm sorry, I'm just been having a little bit of trouble with my phone. I just wanna make sure that I've got this. So the policy went into effect on [PII]. It is active. Now, is there anything else about the [PII]'s policy that I can tell you? Um, any benefits or, or where to send your claim?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, the only other thing is just wanting to make sure that it's a secondary plan.
[AGENT][NEUTRAL] Yes, this is a secondary or gap insurance and what we do is we, uh, I meant to pick up the deductible, co-pay or co-insurance from a major.
[AGENT][NEUTRAL] But it is active.
[CUSTOMER][POSITIVE] OK, perfect, yeah.
[CUSTOMER][POSITIVE] OK, that's really all I need then thank you.
[AGENT][POSITIVE] Thanks for contacting AT have a