AccountId: 011433970860
ContactId: 27b4d231-e16a-44e6-af66-15ba4bf05783
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80440 ms
Total Talk Time (AGENT): 37577 ms
Total Talk Time (CUSTOMER): 27394 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/27b4d231-e16a-44e6-af66-15ba4bf05783_20250625T14:32_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, good, uh, morning. My name is [PII]. I'm calling from Memorial Hospital Preservices. Uh, I just was calling to verify if a patients, um.
[CUSTOMER][NEUTRAL] I guess policy was active for the job.
[AGENT][NEUTRAL] I can help with eligibility. Uh, [PII], what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 0194737
[CUSTOMER][NEUTRAL] 2 ML 7.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], birthday [PII].
[AGENT][POSITIVE] I appreciate that. While I'm looking this up, if I could just have a callback number, please, in any event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. She had a policy with us from [PII] until [PII]. Now, I'm not showing another one with us. Um, she may, this was through her employer, so she may have another one through her employer, um, but she doesn't have one with that.
[AGENT][NEUTRAL] Uh, so it lapsed, uh, um, and she doesn't have anything current with that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Is there anything else at all I can help with?
[CUSTOMER][POSITIVE] Uh, that would be all, ma'am. Thank you very much.
[AGENT][POSITIVE] OK, thanks for contacting ATI.