AccountId: 011433970860
ContactId: eb155afb-9335-47f8-9cc1-91a70ae9c95e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105800 ms
Total Talk Time (AGENT): 52532 ms
Total Talk Time (CUSTOMER): 41861 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/eb155afb-9335-47f8-9cc1-91a70ae9c95e_20250410T15:35_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], my name is [PII]. Last initial is [PII]. I have a patient I need to check eligibility, um, and if they are still active, the benefits for them, please.
[AGENT][POSITIVE] Sure, I can check eligibility and benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah absolutely it's [PII] and then my extension is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01852008.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy looks like it terminated, um, [PII]. Uh, if you'll give me one moment though, I'll see if they might have one that's active, could just be a different policy number.
[CUSTOMER][POSITIVE] OK, OK, sounds great thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, they do not. This was the last policy they had with us.
[CUSTOMER][NEUTRAL] Alrighty, that was kind of what I was um expecting uh do you have a call reference number?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that is it, but I appreciate your help thank you so much, [PII].
[AGENT][POSITIVE] All right, of course, yeah, thanks for giving us a call have a great rest of your day.
[CUSTOMER][NEUTRAL] You too uh huh bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Uh huh