AccountId: 011433970860
ContactId: 006ecc0b-ad6f-49ee-a1be-1aa8d41cb795
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98900 ms
Total Talk Time (AGENT): 36150 ms
Total Talk Time (CUSTOMER): 44342 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/006ecc0b-ad6f-49ee-a1be-1aa8d41cb795_20250331T15:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello, uh, my name is [PII]. I want to verify, uh, a gap insurance.
[AGENT][POSITIVE] I'd be happy to assist and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] The policy number is 145.
[CUSTOMER][NEUTRAL] 886.
[CUSTOMER][NEUTRAL] 8 M.
[CUSTOMER][NEUTRAL] Capital L 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, oh, the patient's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Outpatient outpatient.
[AGENT][NEUTRAL] I do show the outpatient calendar your maximum is $2000.
[CUSTOMER][NEUTRAL] OK and your name and your name?
[AGENT][NEUTRAL] It's [PII]. Last initial is [PII]. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] No that's it thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye.