AccountId: 011433970860
ContactId: 5c01c231-f8be-4abf-89d6-048edd43df89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116470 ms
Total Talk Time (AGENT): 51110 ms
Total Talk Time (CUSTOMER): 47248 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/5c01c231-f8be-4abf-89d6-048edd43df89_20250418T22:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII]. I was calling from the East Fort Lauderdale ASC just checking benefits on a member.
[AGENT][POSITIVE] OK, see that I can help you with the benefits.
[AGENT][NEUTRAL] Can I please get your call back number just in case our call is disconnected?
[CUSTOMER][POSITIVE] Great
[CUSTOMER][NEUTRAL] Absolutely, it's [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Policy have 01659143, M as in Michael, L as in Lima, 8.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[AGENT][NEUTRAL] All right, I do show that this policy for [PII] is no longer active. The policy did terminate on [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm checking.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Uh, we have no active policies on file right now for Ms. [PII].
[CUSTOMER][NEUTRAL] Good to know. Alright, no active policies term you said [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, awesome and uh is there a call reference number I can use?
[AGENT][NEUTRAL] Yes sir, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] I cannot type today. Awesome thank you very much for your help.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a wonderful Easter and thanks for calling APL.
[CUSTOMER][POSITIVE] You do the same take care thanks.
[AGENT][NEUTRAL] Bye-bye.