AccountId: 011433970860
ContactId: 2da43775-7bd9-4157-a78f-f8bc0b906db1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225789 ms
Total Talk Time (AGENT): 19937 ms
Total Talk Time (CUSTOMER): 25589 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/2da43775-7bd9-4157-a78f-f8bc0b906db1_20250513T18:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to verify benefits for patients, mental health benefits.
[AGENT][NEUTRAL] Mental health benefits, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright and um you are with a provider?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, uh, what was your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], before we go any further, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you have that policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, their subscriber ID number is 02472134.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Does she makes
[CUSTOMER][NEUTRAL] I have a moment.