AccountId: 011433970860
ContactId: 8b91b936-7d9d-43d7-b375-abe6fd397130
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74080 ms
Total Talk Time (AGENT): 30349 ms
Total Talk Time (CUSTOMER): 32299 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/8b91b936-7d9d-43d7-b375-abe6fd397130_20250618T19:49_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] at Mercy Clinics. I just need to verify when a policy terminated.
[AGENT][NEUTRAL] I can help with that. uh, tell me, what's the policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Um, I have 01742615.
[AGENT][NEUTRAL] Thank you. The patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Patient is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. I just need a callback number, please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Absolutely, [PII].
[AGENT][NEUTRAL] Thank you. She had a policy with us from [PII], and it turned on [PII].
[CUSTOMER][POSITIVE] OK, awesome that was what I needed. Do you happen to have a call reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that as the date date as our record.
[CUSTOMER][POSITIVE] All right. Awesome. Thank you so much, dear. You have a great rest of your day.
[AGENT][POSITIVE] OK, thank you for contacting ATO. There's anything I can help with.