AccountId: 011433970860
ContactId: faaecd89-9959-439d-9a40-d8a996097b26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167880 ms
Total Talk Time (AGENT): 78026 ms
Total Talk Time (CUSTOMER): 109974 ms
Interruptions: 9
Overall Sentiment: AGENT=2.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/faaecd89-9959-439d-9a40-d8a996097b26_20250509T14:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. How are you?
[AGENT][POSITIVE] I'm good, [PII]. How are you today?
[CUSTOMER][NEUTRAL] I'm good. I'm calling just to make sure a policy is still active for one of my patients, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you're just needing to verify if a member's policy is active, is that correct?
[CUSTOMER][NEUTRAL] First but just not.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that [PII] and what is your callback number please?
[CUSTOMER][POSITIVE] more fun.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number.
[CUSTOMER][NEUTRAL] for more than 40.
[CUSTOMER][NEUTRAL] 02361937
[CUSTOMER][NEUTRAL] Like they saturation.
[AGENT][NEUTRAL] OK, repeat that one more time, [PII].
[CUSTOMER][NEUTRAL] Let's see 02361937.
[CUSTOMER][NEGATIVE] We did not go with that.
[AGENT][POSITIVE] Thank you, one moment please.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 378,000 year visa positions for in [PII] and other states up from 3.
[AGENT][NEUTRAL] And any information [PII] that is provided will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] In an hour, which is around $1100 per worker to bring them after being we and enough to buy a house. Whitaker also provided co-workers a van. We think that other workers where they wanna go and give them some freedom on the weekends when they're not working to enjoy being.
[CUSTOMER][NEUTRAL] She.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so I do show that he is a dependent on this policy and yes, ma'am, it is active with the effective date of [PII].
[CUSTOMER][NEUTRAL] Let me see, do you see that.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And [PII], if you will end up filing a claim for him, oh, excuse me just one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, I'm so sorry about that.
[AGENT][NEUTRAL] If you all end up filing a claim with us for him once the claim has been processed, we do have a website in which you should be able to check the claim status in and the website is located at the portal is located at [PII].
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. Alright, I will let my office know. Can I have a reference number for this call, please?
[AGENT][POSITIVE] Yes ma'am. All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, you would use my name that I gave you along with today's date.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][POSITIVE] Well, you're very welcome and thank you for calling [PII]. I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too bye