AccountId: 011433970860
ContactId: 0da9f711-fc35-4729-a9c2-098620c9ccb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92620 ms
Total Talk Time (AGENT): 43407 ms
Total Talk Time (CUSTOMER): 57312 ms
Interruptions: 5
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/0da9f711-fc35-4729-a9c2-098620c9ccb7_20250507T19:01_UTC.wav
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[AGENT][NEUTRAL] He here. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, yes, I'm trying to get a medical eligibility.
[AGENT][POSITIVE] I can certainly help with that, with that, and who am I speaking to, please?
[CUSTOMER][NEUTRAL] Um, I can't hear you that well. Um, you sound like in a tunnel, sorry.
[AGENT][NEUTRAL] Oh, yes, OK. I'm sorry, my name is [PII]. I'm with ATL and uh I understand you wanted eligibility. I can help with that. With whom am I speaking, please?
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from Heart of the Rockies Regional Medical Center.
[AGENT][NEUTRAL] Thank you. And the, the uh policy number that we're looking at today, [PII]?
[CUSTOMER][NEUTRAL] 01847164
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth [PII]. This is [PII]. How can I help you?
[AGENT][POSITIVE] I do appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, um, I was about to give you my cell phone number. Um, in fact, maybe I will give you my cell phone number because otherwise you'll be lost in the system, um, [PII]. I'm sorry you broke up there for a minute. Could you repeat that?
[AGENT][NEUTRAL] OK, thank you. [PII]. The policy went into effect on [PII]. It is active. Is there anything else at all I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] 21919.
[CUSTOMER][NEUTRAL] Um, no, I think that should, uh, I think that should do it.
[AGENT][POSITIVE] OK, great. Well, if there's anything else that we can help with, just let us know. Otherwise, thank you very much for contacting APL. Hope you have a very good afternoon.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah. All right.
[CUSTOMER][NEUTRAL] Can I, can I let them know what.