AccountId: 011433970860
ContactId: 3237a3d4-78a0-4304-9f06-0fe5c3d2e428
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135919 ms
Total Talk Time (AGENT): 54439 ms
Total Talk Time (CUSTOMER): 76160 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/3237a3d4-78a0-4304-9f06-0fe5c3d2e428_20250110T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Kill yourself.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did you say [PII]?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, hi, [PII]. This is [PII] from [PII]. Hi, this is [PII] from Norton Surgeon Medical Group. I'd like to get the eligibility date on my patient.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK, I can give you eligibility Miss [PII]. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK thank you and then what is the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII], [PII].
[CUSTOMER][NEUTRAL] and wanted to know more about.
[AGENT][NEUTRAL] OK, and then what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] It's 02356765.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me pull that policy in real quick.
[CUSTOMER][POSITIVE] I think this was something I could confide in. It was my personal friend as well as my pet.
[AGENT][NEUTRAL] OK, looking at the policy, [PII] is no longer active on this policy.
[CUSTOMER][NEUTRAL] OK, when did it expire?
[AGENT][NEUTRAL] Uh, the policy is active, but she's just no longer active as a dependent.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] And let me see, um, it looks like on.
[CUSTOMER][NEGATIVE] You showed you the place, but it was very odd.
[AGENT][NEUTRAL] On [PII], she, she is no longer active.
[CUSTOMER][NEUTRAL] OK, what is your, uh, your name [PII]. Can I get a reference number, please?
[AGENT][NEUTRAL] Yes, you can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome you have a great day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too, bye-bye.
[AGENT][NEUTRAL] Bye-bye.