AccountId: 011433970860
ContactId: 59063b1f-15de-4ce1-897b-367122ab8285
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190220 ms
Total Talk Time (AGENT): 46842 ms
Total Talk Time (CUSTOMER): 97749 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/59063b1f-15de-4ce1-897b-367122ab8285_20250422T20:13_UTC.wav
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[AGENT][POSITIVE] Thanks for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, um, good, um, evening, [PII], um, my name is, uh, [PII], um, at a doctor's office right now. They said they just call to verify, um, my insurance, and they're saying it's, um, not active, and that's kind of, that's impossible. That's not making any sense.
[AGENT][NEUTRAL] OK, well, let's look up your, your um policy, what is the policy number, please?
[CUSTOMER][NEUTRAL] you.
[CUSTOMER][NEUTRAL] OK, um, can you pull it up by my social please?
[AGENT][NEUTRAL] Yes, certainly. And, and what is that, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I mean, um,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] What is it again? [PII].
[CUSTOMER][NEUTRAL] Oh, I'm gonna look for it.
[CUSTOMER][NEUTRAL] OK, I got the policy number.
[CUSTOMER][NEUTRAL] It's saying um 02566898.
[AGENT][NEUTRAL] Thank you. If I could just verify your date of birth and the phone number, please, while I'm looking this up. I just want to make sure I get the right policy.
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And you said uh the data uh the phone number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. I'm just looking this up here.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, I'm showing that your policy went into effect on [PII] and it is active. So I, I don't know who your, your doctor called. Uh-huh.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] OK, so, um, who did you say the doctor talked to?
[AGENT][NEUTRAL] No, he, he didn't talk to us. That, that's what um the doctor didn't talk to us. Uh we, we would have told them that the, the policy was active.
[CUSTOMER][NEUTRAL] Uh, either
[CUSTOMER][NEUTRAL] Uh, they're saying, they're saying the policy is active.
[CUSTOMER][NEUTRAL] And I'm, I just call that number, that same number I gave you and they're saying it's active.
[CUSTOMER][NEUTRAL] OK. What's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] [PII], what's the, what's, huh?
[CUSTOMER][NEUTRAL] What's your last initial, [PII]?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, I'm asking him to OK, alright, thank you.
[AGENT][NEUTRAL] Oh, OK. Well, thank you for contacting. Thanks for contacting ATO I can't uh have a.
[CUSTOMER][POSITIVE] All right, thank you, [PII].
[CUSTOMER][NEUTRAL] Alright