AccountId: 011433970860
ContactId: 8201c1e6-2e1d-4068-b603-419d7dcfd673
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90279 ms
Total Talk Time (AGENT): 47050 ms
Total Talk Time (CUSTOMER): 31789 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/8201c1e6-2e1d-4068-b603-419d7dcfd673_20250205T16:25_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from a facility and I need to verify benefits for a member, please.
[AGENT][POSITIVE] Yeah, I can check benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, that's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01848407 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Alright thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII]. Uh, so this policy you gave me actually terminated [PII]. If you give me one moment, I'll see if she has one that's active, might just be a different policy number.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, she does not. This was the last policy she had with us.
[CUSTOMER][POSITIVE] No worries well thank you so much for all of your help. Could I have a call reference number?
[AGENT][NEUTRAL] Of course, yes, that would be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, ma'am. You take care.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL you too bye bye.