AccountId: 011433970860
ContactId: 5c6d6756-2080-44f6-ae70-6a6dcaa981bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66970 ms
Total Talk Time (AGENT): 27739 ms
Total Talk Time (CUSTOMER): 25859 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/5c6d6756-2080-44f6-ae70-6a6dcaa981bb_20250319T14:48_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling for benefits, uh, for an ultrasound being done in the office.
[AGENT][NEUTRAL] May I have your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] What is your callback number [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. What is that policy number?
[CUSTOMER][NEUTRAL] 1755274
[AGENT][NEUTRAL] OK, that was 1755274. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Is uh [PII] [PII].
[AGENT][NEUTRAL] OK, now this is an old policy number. Give me one second just to check to see if there's an active one for her. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I do not show an active policy for the patient. I'm sorry.
[CUSTOMER][POSITIVE] Got it, no problem. I wanted to check that right, thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Take care bye.