AccountId: 011433970860
ContactId: 23564fbf-e45d-449b-b598-d6aae1507c38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77220 ms
Total Talk Time (AGENT): 36929 ms
Total Talk Time (CUSTOMER): 28472 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/23564fbf-e45d-449b-b598-d6aae1507c38_20250610T17:10_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, uh, my name is [PII] calling from Baptist Health Medical Group to see if a patient's plan is active.
[AGENT][NEUTRAL] I can help with eligibility. What's your policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's going to be 1091502.
[AGENT][NEUTRAL] Thank you, name and date of birth, please.
[CUSTOMER][NEUTRAL] [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] Thank you. I had a policy with us from [PII].
[AGENT][NEUTRAL] Until [PII].
[AGENT][NEUTRAL] But that last, so she had it with us from January, excuse me, uh, [PII], but she no longer has a policy with us. Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that was all, so it was just termed on [PII].
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] Perfect thank you so much. I appreciate it.
[AGENT][POSITIVE] OK, well thank you very much for contacting UPO. I'm great.