AccountId: 011433970860
ContactId: 0e1bbbca-9ec0-4afc-83f2-95fa85335687
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70819 ms
Total Talk Time (AGENT): 41699 ms
Total Talk Time (CUSTOMER): 23259 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/0e1bbbca-9ec0-4afc-83f2-95fa85335687_20250113T19:59_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, my name is [PII], and I was just needing to get benefits for a patient that's going to be in her office.
[AGENT][NEUTRAL] I can help with benefits, [PII]. What is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02287611.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah [PII] and there's no extension.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] and she had a policy with us from [PII]. Now I'm not showing that she has a, a current policy with us. So, um, this is through her employer and it's possible that she may have uh another um policy through her current employer. I don't know, um, but this one has, has lapsed. Is there anything else at all I can help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No ma'am, I just need to check to see if there's any benefits.
[AGENT][NEGATIVE] Uh, no, there, there's no benefits on the policy, uh, since it lapsed.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, that is, that's all I need to do.
[AGENT][POSITIVE] OK, thanks for contacting API