AccountId: 011433970860
ContactId: c5eee764-74e1-4550-9685-cf3ef1f9b653
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116559 ms
Total Talk Time (AGENT): 46881 ms
Total Talk Time (CUSTOMER): 44441 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/c5eee764-74e1-4550-9685-cf3ef1f9b653_20250326T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm a provider. I wanted to see if this client has mental health benefits.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is the name of the?
[CUSTOMER][NEUTRAL] I'm sorry, of the client?
[AGENT][NEUTRAL] Can you give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Oh, Genesis counseling and consulting.
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Name is [PII] [PII].
[CUSTOMER][NEUTRAL] 02312571
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK. Uh, I do show that this policy for [PII] is no longer active. The policy lapsed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh no, OK.
[AGENT][NEGATIVE] And there are no active policies on file for this insured.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][POSITIVE] Wow, [PII]. OK, that's interesting. I, I will let the parent mom know. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else, [PII], I can help you with before we go?
[CUSTOMER][POSITIVE] No, that was it. You have a good day.
[AGENT][POSITIVE] You too and thank you for