AccountId: 011433970860
ContactId: 2ba300a7-b63e-4c93-848c-d7d5187a9d71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119080 ms
Total Talk Time (AGENT): 56916 ms
Total Talk Time (CUSTOMER): 40967 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/2ba300a7-b63e-4c93-848c-d7d5187a9d71_20250317T15:22_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, um, I'm just needing history for a patient.
[AGENT][NEUTRAL] OK, I can help with history and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number looking at today?
[CUSTOMER][NEUTRAL] Uh, the I.
[CUSTOMER][NEUTRAL] It's 01656458.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] OK, thank you very much. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh, I actually have you on
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] But I can move it to next
[AGENT][NEUTRAL] All right, let's see. And this policy went into effect on [PII]. You're looking for history. Um, is there anything in particular that I can look for for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, like, um, bite wings, panel exam.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, let me just see here. It looks like the last thing I have is from 20.
[AGENT][NEUTRAL] 19.
[AGENT][NEUTRAL] Um, makes absolutely certain.
[CUSTOMER][NEUTRAL] I can do a.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[AGENT][POSITIVE] Yeah, that's, uh, yes, he hasn't had anything at all done since [PII], so, um, I mean we can go by that, but I mean, I think he certainly is eligible for everything, um.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so it's, yeah, it's been 20, it's been uh 6 years, so.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][NEUTRAL] Yeah, he's, uh, he's fine.
[CUSTOMER][POSITIVE] OK sounds good then.
[AGENT][NEUTRAL] Is there anything else at all I can help with?
[CUSTOMER][POSITIVE] No, that is it. Thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting ATL. Have a very good day.