AccountId: 011433970860
ContactId: e347ef79-d671-4b68-9d7a-538312187b81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67339 ms
Total Talk Time (AGENT): 32371 ms
Total Talk Time (CUSTOMER): 24717 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/e347ef79-d671-4b68-9d7a-538312187b81_20250620T15:10_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. I'm [PII] calling from South Miami Hospital to verify benefits for a patient.
[AGENT][POSITIVE] OK, I can certainly help with benefits. And what is that policy number, please?
[CUSTOMER][NEUTRAL] 02018848 ML 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I do appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright I appreciate that. Thank you. Uh she had a policy with us from [PII].
[AGENT][NEUTRAL] Now, her policy lapsed as of that date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] So she doesn't have a policy with us anymore.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else at all that I can help you?
[CUSTOMER][POSITIVE] No, thank you so much have a great day.
[AGENT][POSITIVE] OK, thanks for contacting ATL. Have a good.