AccountId: 011433970860
ContactId: d7705845-1d21-4132-a898-57e1f4c34784
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137949 ms
Total Talk Time (AGENT): 37041 ms
Total Talk Time (CUSTOMER): 47729 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/d7705845-1d21-4132-a898-57e1f4c34784_20250311T21:05_UTC.wav
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[AGENT][NEUTRAL] Calling ATL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I am calling checking on a claim for a patient.
[AGENT][POSITIVE] I'd be happy to assist with the claim today if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] I'm so sorry, can you repeat that?
[AGENT][NEUTRAL] May I have a good call back number for you?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Lexington Medical.
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 0133.
[CUSTOMER][NEUTRAL] 2917.
[AGENT][NEUTRAL] Patient's name? I'm sorry. 01332917.
[CUSTOMER][NEUTRAL] Yeah 01332917.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Were you calling for medical or dental?
[CUSTOMER][NEUTRAL] Medical, what is your name?
[AGENT][NEUTRAL] I'm not sure if you. I'm not sure if you have the policy.
[CUSTOMER][NEUTRAL] I'm so sorry I cannot hear you. What is your name?
[AGENT][NEUTRAL] My name is [PII], and I'm showing she does not have a medical policy.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] She does not have a medical policy?
[AGENT][NEUTRAL] No, she has dental and life.
[CUSTOMER][NEUTRAL] Uh, give me one second. I'm trying to pull the card back up.
[CUSTOMER][NEUTRAL] You said she only has dental and what?
[AGENT][NEUTRAL] To my
[CUSTOMER][NEUTRAL] Alrighty, can I get a reference number?
[AGENT][NEUTRAL] Res just my name.
[AGENT][NEUTRAL] Is there anything else?
[CUSTOMER][POSITIVE] Thank you [PII].
[CUSTOMER][POSITIVE] Oh no, that'll be all. I do thank you.
[CUSTOMER][NEUTRAL] Right