AccountId: 011433970860
ContactId: 3e951b1b-f7c6-4bb3-836a-2884c4f634e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111839 ms
Total Talk Time (AGENT): 51544 ms
Total Talk Time (CUSTOMER): 56328 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/3e951b1b-f7c6-4bb3-836a-2884c4f634e0_20250428T20:02_UTC.wav
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[AGENT][NEUTRAL] Contacting ATO, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. I'm calling from Cory Hills Hospital. How are you?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][NEUTRAL] Good, I'm calling because I have a patient that I would like to see um what are their current coverage for gap insurance please?
[AGENT][NEUTRAL] OK, that's, I can certainly look that up. What is the policy number that we're looking at today?
[CUSTOMER][NEUTRAL] I have 02482783 ML 7.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Member's name is [PII] and patient's date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I appreciate that. Thank you so much. It looks like the uh policy ran from [PII]. Now, I'm not showing that she has another policy with us. Uh, so it looks like this is it.
[CUSTOMER][NEUTRAL] OK, so there's no
[AGENT][NEUTRAL] Yeah, it looks like there's nothing here.
[CUSTOMER][NEUTRAL] So there's no active policy right now.
[AGENT][NEUTRAL] No, no, there's not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Anything else at all I can help with? Oh, OK. Well, thank you very much for contacting EPO.
[CUSTOMER][NEUTRAL] No, that's it. And I'm sorry I'm sorry. I'm sorry, you told me when is it, when was it run from May?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK perfect and I'm sorry, your name?
[AGENT][NEUTRAL] My name is [PII] and the first letter of my last name is [PII]. We're gonna use that in today's date as a reference.
[CUSTOMER][NEUTRAL] Perfect and is my call being recorded for quality and assurance purposes?
[AGENT][NEGATIVE] My call isn't, no.
[CUSTOMER][POSITIVE] No? OK, perfect, thank you so much.
[AGENT][NEUTRAL] OK, well thank you for contacting API.