AccountId: 011433970860
ContactId: f7a88628-dcd6-4536-a5e8-c55859265f69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116699 ms
Total Talk Time (AGENT): 49731 ms
Total Talk Time (CUSTOMER): 50219 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/f7a88628-dcd6-4536-a5e8-c55859265f69_20250507T16:58_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, excuse me, my name is [PII] I was calling to uh verify that patient is active and also to see if authorization is required.
[AGENT][NEUTRAL] OK, I can check eligibility and uh see if authorization is required in this policy. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, the callback number would be [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh yes, I have 1477436.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying that [PII]. Uh, so this policy terminated [PII]. 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, I appreciate that.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, they do not this was the only policy that he had with us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I appreciate that. Thank you very much. I will remove it from your policy or the account. Thank you.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Is there a reference number for this call?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] last [PII] is [PII]
[CUSTOMER][POSITIVE] Perfect. Thank you, [PII]. That's all. Have a nice day.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APO you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.