AccountId: 011433970860
ContactId: 30b8c571-5134-4bcf-ab38-0dfc4a9bab4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200660 ms
Total Talk Time (AGENT): 77116 ms
Total Talk Time (CUSTOMER): 97045 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/30b8c571-5134-4bcf-ab38-0dfc4a9bab4c_20250318T23:01_UTC.wav
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[AGENT][NEUTRAL] Contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, Miss [PII], this is [PII] calling with Baddy Outpatient. How are you?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][POSITIVE] Good, good. I'm calling in reference to a mutual patient. I'm trying to obtain benefit uh for their outpatient benefit.
[AGENT][NEUTRAL] I can help with that. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 1848
[CUSTOMER][NEUTRAL] 17.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Just checking this now.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so 184-817 isn't coming up. Is there another number that we have, [PII]? Maybe a social security number or?
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Let me see. Oh yes, I have the social, which is [PII].
[AGENT][POSITIVE] Thank you. And how do you spell her last name?
[CUSTOMER][NEUTRAL] Last name [PII] is [PII]
[AGENT][POSITIVE] Great. Thank you. I'll just look that up and while I'm looking that up, if I can have a callback number please in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you very much. I'm just looking this up now.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have a [PII].
[CUSTOMER][NEUTRAL] Uh, it should be the wife then.
[AGENT][NEUTRAL] OK. And, and what is her date of birth?
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] OK. For [PII], let me see if I have her on the system.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me see here, bear with me just a second.
[CUSTOMER][NEUTRAL] I don't have her date of birth.
[AGENT][POSITIVE] Well, if I could just verify his again, that would be great.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, because I have the, the husband is the one that we have.
[AGENT][NEUTRAL] And I'm sorry, what was it again, [PII]? It was uh.
[CUSTOMER][NEUTRAL] Uh, [PII] is, uh, the husband, uh, is [PII]
[AGENT][NEUTRAL] And his uh date of birth again? Yeah.
[CUSTOMER][NEUTRAL] And last
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. I just wanted to make sure that this is the correct one. they had a, a policy with us from [PII]. Now, there's nothing else that they had since that period of time. Um, so this is the last thing that I've got for them.
[CUSTOMER][NEUTRAL] So maybe.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, they, they don't have anything that's more.
[CUSTOMER][NEUTRAL] It could be that they.
[CUSTOMER][NEUTRAL] They just put the plan, but they didn't know that the plan already expired. That's OK. Thank you so much, Miss [PII]. The last thing I need is uh the initial of your last name and the reference number if it's possible.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yes, um, it's [PII], and we're just gonna use that in today's date as a reference. Is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] No, that will be everything. Thank you so much. I appreciate it.
[AGENT][POSITIVE] OK, thanks, thanks for contacting AP I was.