AccountId: 011433970860
ContactId: 588062aa-bdff-4d99-8cf2-5b45bbe13f89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89379 ms
Total Talk Time (AGENT): 43413 ms
Total Talk Time (CUSTOMER): 28080 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/588062aa-bdff-4d99-8cf2-5b45bbe13f89_20250224T21:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm from the Marion I Center. I'm needing to check a patient's medical benefits.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, I have 02539061.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][NEUTRAL] Yeah, and this is for dental, Miss [PII]?
[CUSTOMER][NEUTRAL] No, this is for vision or for medical.
[AGENT][NEUTRAL] Medical.
[CUSTOMER][NEUTRAL] Like a specialty office visit.
[AGENT][NEUTRAL] OK, let me just a sec, this was the dental, let me pull them up.
[CUSTOMER][NEUTRAL] Who was that?
[AGENT][NEUTRAL] OK, this particular um member doesn't have an active policy. This one terminated back in [PII].
[CUSTOMER][POSITIVE] OK all right thank you so much I appreciate it.
[AGENT][NEUTRAL] You're welcome, Miss [PII]. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, thank you for calling ATO. Have a good afternoon, Miss [PII].
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.