AccountId: 011433970860
ContactId: 0400e8ef-a719-4b5f-980e-6f648850f5ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216179 ms
Total Talk Time (AGENT): 78085 ms
Total Talk Time (CUSTOMER): 87145 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/0400e8ef-a719-4b5f-980e-6f648850f5ad_20250616T14:34_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Let me check eligibility. Can you please help me with that?
[AGENT][NEUTRAL] Yes, and I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] [PII], thank you. I can certainly help with eligibility and benefits. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Yeah. This is the policy number. It is 8904182387.
[AGENT][NEUTRAL] OK, um, that's not one of our policies. Do I, if I could look at it maybe by the, by the insured's name, how do you spell their last name, please?
[CUSTOMER][NEUTRAL] Uh, the insurance, the, the last name is, it's too big, ma'am. Can I uh spell it out?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][POSITIVE] Thank you. And their first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, date of birth is uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Um, if I could just have a callback number please, enjoy while I'm looking this up in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII], yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. I'm just looking this up now and seeing if we can't find this.
[CUSTOMER][NEUTRAL] It is [PII], ma'am?
[AGENT][POSITIVE] This is ATL. That is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But still just checking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I don't find anybody with the last name of uh [PII]. I'm still looking.
[CUSTOMER][NEUTRAL] please
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, this individual is not listed in our files, so I'm, I'm not really sure, um, uh, what policy they've got, uh, it or they have a policy with us. I'm just not seeing it in my, in, uh, any of my, uh, contacts, so I, I don't have anybody.
[CUSTOMER][NEGATIVE] Uh, you're unable to find the policy.
[AGENT][NEUTRAL] I'm not able to find the policyholder. I am sorry.
[AGENT][NEUTRAL] Do we have anything else at all to find?
[CUSTOMER][NEUTRAL] And it will, uh,
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You're not going to find any information about the patient. Am I correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEGATIVE] Unable to find any information about the patient.
[CUSTOMER][POSITIVE] OK, sure. Thank you.
[AGENT][NEUTRAL] Is there anything else at all that I may help you with?
[CUSTOMER][NEUTRAL] Can you spell your name, ma'am?
[AGENT][NEUTRAL] Yes, it's [PII] We're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] [PII] OK. Thank you, ma'am. Have a nice day. Bye-bye.
[AGENT][POSITIVE] That's right. Thanks for contacting APL. Have a good day.