AccountId: 011433970860
ContactId: 30020a1d-33ec-4665-9f37-f548feb9f8d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113430 ms
Total Talk Time (AGENT): 58931 ms
Total Talk Time (CUSTOMER): 44573 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/30020a1d-33ec-4665-9f37-f548feb9f8d8_20250508T15:19_UTC.wav
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[CUSTOMER][NEGATIVE] Very poor time.
[AGENT][POSITIVE] Thank you for calling ATL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling just to verify benefits please.
[AGENT][NEUTRAL] Sure, I could check those benefits for you. Uh, then, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] It is 02576308.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, I'm looking for [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII], and if you would like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] That would be ideal. That would be awesome, saves us awesome time.
[AGENT][NEUTRAL] Of course, uh, what was the fax number for you?
[CUSTOMER][NEUTRAL] It'll be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Alright, I will go ahead and get this sent now should get it within about 10 minutes or so. Um, if you are looking for a specific procedure and don't see it listed on the fax back, that simply means it's not going to be covered under this policy.
[CUSTOMER][POSITIVE] Cool.
[CUSTOMER][POSITIVE] OK great I appreciate all your help today [PII] thank you so much.
[AGENT][NEUTRAL] Of course. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, you've been amazing thank you have a great day.
[AGENT][POSITIVE] Alright, of course, thanks so many PL you too bye bye.
[CUSTOMER][NEUTRAL] Bye.