AccountId: 011433970860
ContactId: 6924c6fa-9e27-465b-af2e-578a789b41ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98309 ms
Total Talk Time (AGENT): 44919 ms
Total Talk Time (CUSTOMER): 45750 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/6924c6fa-9e27-465b-af2e-578a789b41ad_20250507T17:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, good afternoon. My name is [PII]. I'm calling from Holy Cross Medical Group, Doctor [PII]'s office. I'm trying to get benefits on a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can give you benefits for patients. May I please get your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, the first name is [PII]. Last name is [PII] Date of birth is [PII] and the policy number is 01914394 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK, thank you. Let me look that up.
[AGENT][NEUTRAL] OK, I do show that this policy for calling is no longer in effect. The policy did terminate on [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And there are no active policies on file now for calling.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate your help.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. You have a wonderful day. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you, have a good day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK.