AccountId: 011433970860
ContactId: 08598269-f5b7-41fc-bb6b-fe5537f04217
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97559 ms
Total Talk Time (AGENT): 43385 ms
Total Talk Time (CUSTOMER): 35663 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/08598269-f5b7-41fc-bb6b-fe5537f04217_20250514T18:29_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling for benefits for a patient that's coming in for a specialist office visit and ultrasound.
[AGENT][NEUTRAL] I can help with benefits, and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number, please, that we're looking at today?
[CUSTOMER][NEUTRAL] It's 02018363 ML 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] Right, [PII].
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] I do appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII] uh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. It looks like they had a policy with us from [PII].
[AGENT][NEUTRAL] [PII] until [PII].
[AGENT][NEUTRAL] But that is less as of [PII]. So, um, [PII], I'm afraid they don't have a policy with us anymore. Um, is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, just what was your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII], and the first letter of my last name is [PII]. We're gonna use that and today's date is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, that's perfect thank you so much for your help.
[AGENT][POSITIVE] OK, well, thank you for contacting AP have a good.