AccountId: 011433970860
ContactId: 68fb9e0f-b7bf-4369-b24e-3e29f348ee0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83470 ms
Total Talk Time (AGENT): 43538 ms
Total Talk Time (CUSTOMER): 26232 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/68fb9e0f-b7bf-4369-b24e-3e29f348ee0b_20250613T19:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII] calling from the Health Medical Group to see if a patient's plan is active.
[AGENT][NEUTRAL] OK, I could check that eligibility for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Oh [PII], I'm sorry about that. OK, and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 1204541.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. So this policy terminated [PII]. Uh, if you'll give me one moment though, I'll see if they have one that's active, it might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, uh, so the last policy that this member had with us, uh, terminated [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much that was all that I needed.
[AGENT][POSITIVE] Of course alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.