AccountId: 011433970860
ContactId: 0828fa59-4293-4748-af93-ca93f4e5c73c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65040 ms
Total Talk Time (AGENT): 36857 ms
Total Talk Time (CUSTOMER): 22107 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/0828fa59-4293-4748-af93-ca93f4e5c73c_20250219T20:15_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL. my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm calling from a provider's office to see if an insurance is active.
[AGENT][NEUTRAL] I can help with eligibility and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, thank you. What is that policy number, please?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 02359957
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I appreciate that. Thank you, [PII]. It looks like they had a policy with us from [PII] [PII]. Um, I just checked, it doesn't look like we have another policy for them, so I'm afraid their, your policy has lapsed.
[CUSTOMER][NEUTRAL] All right, and I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as a reference. Is there anything else at all I can help with?
[CUSTOMER][POSITIVE] No, [PII], that's all I needed thank you.
[AGENT][POSITIVE] Alright thanks for contacting you have