AccountId: 011433970860
ContactId: 3b476cff-20f0-41ef-bab9-a79ad1733baa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120459 ms
Total Talk Time (AGENT): 35644 ms
Total Talk Time (CUSTOMER): 52027 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/3b476cff-20f0-41ef-bab9-a79ad1733baa_20250623T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I'm calling to verify a patient's, uh, gap insurance, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Um, do you have a good callback number and could I get your name, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, it is 0163.
[CUSTOMER][NEUTRAL] 8500.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, his name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK so the policy is active and effective [PII].
[CUSTOMER][NEUTRAL] I'm gonna give a.
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][POSITIVE] I'd like to have them send a consult. I'm so sorry, what was that?
[AGENT][NEUTRAL] Uh, policy is effective [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you need benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I just wanna make sure you guys pick up deductible copay, and insurance.
[AGENT][NEUTRAL] Uh, yes, we do.
[CUSTOMER][NEUTRAL] And you said what was the um date January?
[AGENT][NEUTRAL] Uh, the effective date?
[CUSTOMER][NEUTRAL] The activity
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. Perfect, thank you so much. Can I have your name and a reference number?
[AGENT][NEUTRAL] That's [PII], first initial to last name, [PII], and today's date, so my name and today's date for the reference. Anything else I can help with today?
[CUSTOMER][POSITIVE] Awesome, that will be all thank you have a great rest of your day.
[AGENT][POSITIVE] Thanks for calling APL you as well. Bye bye.