AccountId: 011433970860
ContactId: 22dd7262-cbec-4f77-8c67-e4b98c1fc959
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106470 ms
Total Talk Time (AGENT): 43698 ms
Total Talk Time (CUSTOMER): 34447 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/22dd7262-cbec-4f77-8c67-e4b98c1fc959_20250130T21:27_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] Last initial is [PII] I'm just calling to verify benefits and eligibility.
[AGENT][NEUTRAL] OK, sure, I can assist you with benefits and eligibility, Ms. [PII], and you're calling from which facility?
[CUSTOMER][NEUTRAL] At Imaging Institute of South Florida orri County pet.
[AGENT][NEUTRAL] OK, thank you. And may I have a uh callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the patient's policy number?
[CUSTOMER][NEUTRAL] That is 197573-3.
[AGENT][NEUTRAL] All right. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Or how actually [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you. Let me check and see if I have a new policy. This one is terminated. Bear with me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, we don't have an active policy. This one terminated [PII].
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[CUSTOMER][NEUTRAL] All right, not a problem, and may I have your name again for the record?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] Is there a reference number at all for the call?
[AGENT][NEUTRAL] We don't have reference numbers, you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Perfect. OK, thank you have a great day.
[AGENT][POSITIVE] You as well. Thank you for calling ATO. I.