AccountId: 011433970860
ContactId: fdba5798-1c53-422c-b768-f810d1a560a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173179 ms
Total Talk Time (AGENT): 95476 ms
Total Talk Time (CUSTOMER): 55934 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/fdba5798-1c53-422c-b768-f810d1a560a7_20250205T17:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Her Healthcare. I was just calling to get patients eligibility.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. I'm sorry, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, sorry about that and then uh let's see, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, it is 1533599.
[AGENT][NEUTRAL] OK, thank you. And then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Ms. [PII] date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII]. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, they do have one that is currently active, um, let me know when you're ready for that policy number.
[CUSTOMER][NEUTRAL] Um, for that telephone number you said?
[AGENT][NEUTRAL] Uh, for this policy number that is active, it's a different policy number.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, and I'm sorry, I do have to go ahead and look up um the package. What was the name of the insurance you said American.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Yeah, American Public Life or APL.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, I'm ready for the member ID number.
[AGENT][NEUTRAL] OK, it is 01.
[AGENT][NEUTRAL] 70
[AGENT][NEUTRAL] 2707.
[AGENT][NEUTRAL] And this one's effective date just picked up where that other left off so it was [PII] and again it is currently active.
[CUSTOMER][NEUTRAL] Active, OK, and what is the payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] OK and uh what is the billing um address?
[AGENT][NEUTRAL] Yeah, our current address is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And then can I just go ahead and get a reference number for this call please?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] yeah, [PII] And was there anything else I could help you with?
[CUSTOMER][NEUTRAL] And what is
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No ma'am, that was it for today.
[AGENT][POSITIVE] OK, well thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.