AccountId: 011433970860
ContactId: faf5f577-8b69-419a-80d5-aba9f96bb76d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79180 ms
Total Talk Time (AGENT): 37102 ms
Total Talk Time (CUSTOMER): 28531 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/faf5f577-8b69-419a-80d5-aba9f96bb76d_20250618T21:08_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just wanted to verify a patient secondary eligibility.
[AGENT][NEUTRAL] Sure, I can check out eligibility for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] 1393263 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And as this is a secondary medical policy, it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] Awesome, so it covers Part B coinsurance. Perfect, thank you so much.
[AGENT][NEUTRAL] Sure, is there anything else I can help you with?
[CUSTOMER][POSITIVE] That was all thanks have a wonderful day.
[AGENT][POSITIVE] Alright, yeah, thanks for APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.