AccountId: 011433970860
ContactId: 17b0dca7-e997-4cf4-993a-78beaef5c791
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152600 ms
Total Talk Time (AGENT): 72459 ms
Total Talk Time (CUSTOMER): 57485 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/17b0dca7-e997-4cf4-993a-78beaef5c791_20250425T13:46_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello. Good morning. My name is [PII] calling from provider office looking for eligibility and benefits.
[AGENT][NEUTRAL] [PII], I can help with eligibility and benefits. What's that policy number, please?
[CUSTOMER][NEUTRAL] The policy number is A F L M A D 16585143.
[AGENT][NEUTRAL] Mm, OK, let's see, that's, it doesn't really sound like one of our policies. So, uh, let's see if we can't find uh.
[AGENT][NEUTRAL] Find the uh insured by their name. Um, how do you spell the last name, please?
[CUSTOMER][NEUTRAL] Uh, initial to my last name is [PII].
[AGENT][NEUTRAL] Oh, no, um, see, uh, what I mean is is that the policy number you gave me isn't one of ours. So maybe I can look it up by the insured's last name, first name and last name. So how do you spell the insured's last name?
[CUSTOMER][NEUTRAL] OK, OK. Sure, sure.
[CUSTOMER][NEUTRAL] Uh the insurance last name is B E G G S.
[AGENT][NEUTRAL] B E D G
[AGENT][NEUTRAL] S
[CUSTOMER][NEUTRAL] No, no, B as in.
[CUSTOMER][NEUTRAL] B as in Boy. E as in Echo. G as in Golf. G as [PII] Golf. [PII] Sierra.
[AGENT][POSITIVE] Thank you, and your first name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. While I'm looking this up, if I could just have a callback number please in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEGATIVE] It looks like I don't have a Diana bags on our system.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the
[CUSTOMER][POSITIVE] Yes, yes, you can continue.
[AGENT][NEUTRAL] Yes, I, I was just going to say, um, it doesn't sound like it's, it's our insurance at all. Uh so that's, uh, um, you may want to check with, with another, uh, insurance company. I'm sorry, it's just that it's just not pulling up in our system at all.
[CUSTOMER][POSITIVE] OK, ma'am. No problem.
[AGENT][POSITIVE] OK, well, I'm sorry I wasn't able to help you, [PII], but thank you for contacting AT. I'll have a very good.