AccountId: 011433970860
ContactId: 7d9e81d7-ba16-4d84-bd90-4fd40078c631
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89769 ms
Total Talk Time (AGENT): 43039 ms
Total Talk Time (CUSTOMER): 34741 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/7d9e81d7-ba16-4d84-bd90-4fd40078c631_20250116T18:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I need to verify medical benefits, please.
[AGENT][NEUTRAL] OK, yeah, I can check those benefits for you uh what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is 02230066 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] Alright, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Appreciate you verifying that [PII]. So the policy that you gave me actually terminated, uh, [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, they do not, this was the last policy they had with us.
[CUSTOMER][NEUTRAL] OK. And again, your name was [PII]?
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll do it. Thank you.
[AGENT][POSITIVE] Alright, yep, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.