AccountId: 011433970860
ContactId: d21b27cf-b8d0-4746-92a2-e44e166b9b88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132699 ms
Total Talk Time (AGENT): 50927 ms
Total Talk Time (CUSTOMER): 45221 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/d21b27cf-b8d0-4746-92a2-e44e166b9b88_20250430T13:25_UTC.wav
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[AGENT][NEUTRAL] Contacting HTL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Um, my name is [PII]. I'm calling from Montana Medical Center's Hospital in [PII].
[CUSTOMER][NEUTRAL] I'm calling for um to get benefits um for one of your members.
[AGENT][NEUTRAL] I can help with benefits. [PII], what's the policy number, please?
[CUSTOMER][NEUTRAL] Uh, it is policy number 0205.
[CUSTOMER][NEUTRAL] 9499.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, Mr. [PII] and his birthday is, let me see here.
[CUSTOMER][NEUTRAL] [PII] oh I lost him for a minute.
[CUSTOMER][NEUTRAL] OK, give me one second, let me search it up.
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[AGENT][POSITIVE] I appreciate that and and I just have to ask, is there a callback number please that I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I appreciate that. Thank you. Now the policy was in effect from [PII], but it looks like it lapsed as of [PII]. Now, I was looking for another um another policy because sometimes they will have a different policy number.
[AGENT][NEUTRAL] In this case, uh Mr. [PII] doesn't, uh, doesn't have a policy with us anymore, not since [PII]. So he got this one into his employer, so he may have one through a new employer, I don't know, but the one with us has, has lapsed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] As laptop, OK, no problem, I appreciate it thank you for your help.
[AGENT][NEUTRAL] Is there anything else at all that I can help with? OK, thanks for contacting ATL. Have a
[CUSTOMER][NEUTRAL] No,