AccountId: 011433970860
ContactId: 71055b55-220f-44ac-a6d7-f7a5af860279
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82500 ms
Total Talk Time (AGENT): 37519 ms
Total Talk Time (CUSTOMER): 37096 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/71055b55-220f-44ac-a6d7-f7a5af860279_20250624T17:50_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Apria Healthcare on a recorded line. So I was hoping to verify eligibility and benefit on a patient of mine, please.
[AGENT][POSITIVE] Yes, I can certainly help with um benefits and eligibility. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Mhm. Policy number is not that one.
[CUSTOMER][NEUTRAL] 182299-997.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is for [PII], [PII].
[AGENT][POSITIVE] I do appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII] and my extension is [PII].
[AGENT][NEUTRAL] Thank you. She had a policy with us from [PII].
[AGENT][NEUTRAL] Until [PII]. Now she does not have a policy with us anymore, um, so that's, uh, she no longer has one left my, yeah, the plan term, she got this to her employer, so I don't know whether they have another policy or what, but, um, this is a lapsed.
[CUSTOMER][NEUTRAL] Oh, so the plan terms.
[CUSTOMER][POSITIVE] OK. Perfect. That is what I needed. Thank you very much.
[AGENT][POSITIVE] OK, there's I'm here to help with, help with. Thank you for contacting.