AccountId: 011433970860
ContactId: 2ae5237f-ffc0-43ad-ab63-85ac20f99822
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116879 ms
Total Talk Time (AGENT): 51228 ms
Total Talk Time (CUSTOMER): 58039 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/2ae5237f-ffc0-43ad-ab63-85ac20f99822_20250311T17:19_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 [PII], my name is [PII]. I just spoke with [PII] on the phone. I forgot to ask [PII] a question. Did I speak to [PII] or, or, or no, it's OK. I, I'll just stick with you. That's fine. Um, I forgot to ask her [PII], the, the group name and group number for the for the patient I was working on. Can you help me with that?
[AGENT][NEUTRAL] I can certainly help you with that. What's the policy number, please?
[CUSTOMER][NEUTRAL] 02588457
[AGENT][NEUTRAL] 457. Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I appreciate that. I do have to ask for a callback number, please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now you ask about the group number, that's 26,900.
[CUSTOMER][NEUTRAL] OK, and the group name is T R I N E T H R, you know, I I I I N C.
[AGENT][NEUTRAL] Uh, let's see. That's not who I'm showing. Excuse me just a moment, please.
[AGENT][NEUTRAL] OK, so we said it was 26,900, so it's just check here.
[AGENT][NEUTRAL] OK, 26,900 is B E G H E L L I, North [PII]. Is that what you're showing?
[CUSTOMER][NEUTRAL] No, OK, what do you have? What is the group name gonna be?
[AGENT][NEUTRAL] Uh yes, it's B E G H E L L I.
[AGENT][NEUTRAL] Big Kelly, I guess it's something, North America.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is what I'm showing.
[CUSTOMER][NEUTRAL] North America? OK.
[AGENT][NEUTRAL] But yes.
[CUSTOMER][NEUTRAL] OK, perfect. So I forgot to ask [PII] that so B E G H E L L, right?
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] Uh, North America. All right. That, that's it. That's the full name?
[AGENT][NEUTRAL] Oh, that's the full name, yes.
[CUSTOMER][POSITIVE] Alright thanks [PII] I appreciate your help.
[AGENT][NEUTRAL] OK, if there's nothing else to help with, thanks for contacting AP have a good.