AccountId: 011433970860
ContactId: 38edbfd5-8936-4b1d-9fb1-6a7ff47de70b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115150 ms
Total Talk Time (AGENT): 46418 ms
Total Talk Time (CUSTOMER): 53153 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/38edbfd5-8936-4b1d-9fb1-6a7ff47de70b_20250328T17:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. This is [PII] with Mass General Reggan Patient Service Center calling on a recorded line.
[AGENT][POSITIVE] Hi, what can we do for you today?
[CUSTOMER][NEUTRAL] Yes, I'm just calling to confirm a patient's eligibility though she's mentioned that this plan should have ended February.
[CUSTOMER][NEUTRAL] So I'm just calling to confirm termination date.
[AGENT][NEUTRAL] OK, I can check that elderly.
[AGENT][NEUTRAL] Of course, OK, and I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, and what did you say your name is?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then [PII], can I get a good call back number from you?
[CUSTOMER][POSITIVE] Thank you. And what information do you need?
[AGENT][NEUTRAL] Yeah, can I get a good call back number first, um, in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02304847 M for Mary, L for Lima, 8.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying that Ry. Uh, so this policy's termination date was [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] thank you and may I have your reference number for this call?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] I know we're all set. Thank you for your assistance. Have a lovely weekend bye bye.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. You too. Bye bye.
[CUSTOMER][NEUTRAL] The insurance that you have right now.