AccountId: 011433970860
ContactId: 3f2aaf99-0fd6-4d14-b1c2-833dc151aa75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85699 ms
Total Talk Time (AGENT): 43907 ms
Total Talk Time (CUSTOMER): 29150 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/3f2aaf99-0fd6-4d14-b1c2-833dc151aa75_20250527T14:34_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. Last initial [PII] just calling to verify coverage for a patient, please.
[AGENT][NEUTRAL] I can certainly help with benefits, um, [PII]. What is that policy number that we're looking at this morning?
[CUSTOMER][NEUTRAL] 02199624ML8
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, I do appreciate that. Thank you. I'm just waiting for this to come up while I, while I'm waiting for my computer to come up, like I have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I appreciate that. Thank you.
[AGENT][NEUTRAL] for this, OK. OK. [PII] is when the policy went into effect. It is active. Is there anything else at all that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Uh, no, that's all the information that I needed. Is there any reference for the call today?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that in today's date, [PII] as our reference.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Have a good day.
[AGENT][POSITIVE] Mhm. Thanks for contacting ATL. It's a very good day. Thank you.
[CUSTOMER][POSITIVE] Thank you, bye.