AccountId: 011433970860
ContactId: b556131e-ec9e-4425-a698-513f09d1c602
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240000 ms
Total Talk Time (AGENT): 20080 ms
Total Talk Time (CUSTOMER): 32711 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/b556131e-ec9e-4425-a698-513f09d1c602_20241230T19:00_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[CUSTOMER][NEUTRAL] And yes, um, I just had a question in regards to my insurance.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] OK, so, yes, ma'am, um, alright, so, uh, they're saying, well, my doctor's saying that.
[CUSTOMER][NEGATIVE] Um, my, my, the insurance that I have with you guys came back and it said that they got denied because I, I didn't pay the premium.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I'm just trying to figure that out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I mean I'm OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK, so your doctor filed the claim and they got the denial and that's what the reason was, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Got you. OK, yes, we could definitely take a look at that. um, what was your name?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[AGENT][NEUTRAL] [PII], I'm sorry, what was the last name?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.