AccountId: 011433970860
ContactId: f9c7ccdf-4617-4cfb-9eaf-56db34c93c21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139059 ms
Total Talk Time (AGENT): 48559 ms
Total Talk Time (CUSTOMER): 50851 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/f9c7ccdf-4617-4cfb-9eaf-56db34c93c21_20250515T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Calling regarding eligibility on the member.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hey [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] I have the policy number 02.
[CUSTOMER][NEUTRAL] 216-473.
[AGENT][NEUTRAL] OK. And do you have a callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK. And you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Um, I don't show that member on the policy.
[CUSTOMER][NEUTRAL] OK, so that vendor is not on the policy, um.
[CUSTOMER][NEUTRAL] OK, so the subscriber is uh [PII] 92791. Can you check um.
[CUSTOMER][NEUTRAL] The members on that plan if maybe the baby is there.
[AGENT][NEUTRAL] Um, we've got, uh, [PII], and then [PII], looks like a spouse.
[AGENT][NEUTRAL] And then I've got uh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, so [PII] is not added into the plan. I mean, she's only 2 weeks.
[AGENT][NEUTRAL] Yeah, I don't, I don't see her on the plan. Yeah, it, it, it probably might take a little bit because she's gonna have to add that through human resources, etc. So at this point we don't show a newborn on the policy.
[CUSTOMER][NEUTRAL] I don't know if maybe take the process.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect, can I have a call reference number, [PII], if you don't mind?
[AGENT][NEUTRAL] Yeah, it's uh my name is [PII], first initial to last name, [PII], and today's date. And can I help with anything else today?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.