AccountId: 011433970860
ContactId: 355f2a17-7ca2-489a-913e-c825186cf66c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119980 ms
Total Talk Time (AGENT): 49478 ms
Total Talk Time (CUSTOMER): 49816 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/355f2a17-7ca2-489a-913e-c825186cf66c_20250520T20:50_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, I'm calling from provider's office. I need to verify if a patient has benefits for specialist office visit, please.
[AGENT][NEUTRAL] OK, I can see those offices that uh are covered under this policy. Um, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, yes, the one that I have is 02166999 ML 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy actually terminated [PII]. If you give me one moment, I'll see if, uh, he has one that's active, might just be a different policy number.
[CUSTOMER][NEGATIVE] I hate you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, he does not. This was the last policy that he had with us.
[CUSTOMER][NEUTRAL] OK, so you you you told me the term date is [PII] and it, it began when?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Oh, let me get that effective date. Give me just a moment.
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] [PII]. OK and your name?
[AGENT][POSITIVE] Correct. [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that would be it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, bye bye.