AccountId: 011433970860
ContactId: c0200c9d-a6e8-416e-a4a4-ca095efef2a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79800 ms
Total Talk Time (AGENT): 39298 ms
Total Talk Time (CUSTOMER): 20899 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/c0200c9d-a6e8-416e-a4a4-ca095efef2a1_20250205T19:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to get outpatient benefits for a patient.
[AGENT][POSITIVE] Alright, I'm happy to check on benefits. What's their policy number?
[CUSTOMER][NEUTRAL] Um, 01 01887307.
[AGENT][NEUTRAL] Alright, let me pull that up here.
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you so much. So it looks like the member's plan has terminated as of [PII]. I don't show any other active coverage with us at this time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK perfect thank you so much. May I have a reference number for the call?
[AGENT][NEUTRAL] Absolutely, that's gonna be my name with my last initial then today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] Thank you sir. I hope you have a great day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][POSITIVE] Thank you bye.