AccountId: 011433970860
ContactId: 3b1a9e76-646f-43ac-a470-c514f20d2e0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100400 ms
Total Talk Time (AGENT): 51431 ms
Total Talk Time (CUSTOMER): 35993 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/3b1a9e76-646f-43ac-a470-c514f20d2e0d_20250217T22:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII]
[CUSTOMER][NEUTRAL] I was calling to see if one of my patients was active.
[AGENT][NEUTRAL] Yeah, I could check to see if the policy is active. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] It is 02488562.
[AGENT][NEUTRAL] Thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that. uh, so this policy is active. Effective date was [PII] and if you'd like I can send you a copy of the fax back that shows all covered procedures and benefit information.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, what was that fax number for you?
[CUSTOMER][NEUTRAL] It is 281.
[CUSTOMER][NEUTRAL] 888-1656
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alrighty, I will go ahead and get that sent to you now. Should get it here in maybe 10-15 minutes depending on how busy your machine is. Um, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that will be it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.