AccountId: 011433970860
ContactId: 7185f063-2f34-4369-852d-f71885a1bc0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73519 ms
Total Talk Time (AGENT): 35586 ms
Total Talk Time (CUSTOMER): 28608 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/7185f063-2f34-4369-852d-f71885a1bc0e_20250602T18:50_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from B the South Medical Group, um, to see if the plan is still active.
[AGENT][NEUTRAL] OK, help with eligibility. What is that policy number, please?
[CUSTOMER][NEUTRAL] It's 113-7286.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I do appreciate that. If I could have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII], but it lapsed as of [PII]. Now, I'm not showing a more uh current um policy, so it looks like their policy lapsed with it.
[CUSTOMER][NEUTRAL] OK, so it was termed in [PII]?
[AGENT][POSITIVE] That's correct, yeah.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. That's the information that I needed. Thank you. Have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] If there's nothing else I can help with, and thank you for contacting Info. You have a good day.