AccountId: 011433970860
ContactId: 86e9d2a7-890d-4ce9-b6c7-23bdd117eefd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114000 ms
Total Talk Time (AGENT): 60954 ms
Total Talk Time (CUSTOMER): 37851 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/86e9d2a7-890d-4ce9-b6c7-23bdd117eefd_20250523T12:52_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was calling to verify eligibility and obtain benefits for a patient.
[AGENT][POSITIVE] I can certainly help with eligibility and benefits. And whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII], last initial [PII]
[AGENT][NEUTRAL] [PII], thank you. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] Um, 021 98578 ML 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] That's great. Thank you. Is there a callback number please that I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you very much. And I, I do apologize. I'm having a little trouble with my phone, so I'm just gonna repeat the policy number to make sure that I've got it. 021-98578 for [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. The policy went into effect on [PII], but it lapsed.
[AGENT][NEUTRAL] As of [PII], so she has a policy with us from [PII], but it lapsed, uh, [PII], and there's no other, um, policy for her, uh, [PII], I'm sorry, we don't have anything else for her.
[CUSTOMER][NEUTRAL] OK, I will
[CUSTOMER][POSITIVE] I will let her know thank you so much for checking. Could I just have a reference number for our call?
[AGENT][NEUTRAL] Yes, my name is [PII], and the first letter of my last name is [PII].
[CUSTOMER][POSITIVE] All right perfect thank you so much.
[AGENT][NEUTRAL] OK, there's nothing else I can help you. Thanks for contacting AP.