AccountId: 011433970860
ContactId: 31e539f7-1676-4988-9c25-f9125b7d86f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94620 ms
Total Talk Time (AGENT): 39120 ms
Total Talk Time (CUSTOMER): 40242 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/31e539f7-1676-4988-9c25-f9125b7d86f4_20250218T22:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from South Miami Hospital, and I'm calling to verify um eligibility for a gap policy.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility and the benefits, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, that's [PII].
[CUSTOMER][NEUTRAL] And the policy number I have is 02467746.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And did you want to go over any benefits today?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No, no, thank you. That was all I needed. Uh, but can I have your name one more time, please, and the first line of your last?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][POSITIVE] Perfect. OK, thank you very much for your help. That was all I needed.
[AGENT][POSITIVE] All right, [PII]. Well, thank you for calling APL and I hope you have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.