AccountId: 011433970860
ContactId: 41cc0db9-fde8-478f-91b5-7646a43e690c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142149 ms
Total Talk Time (AGENT): 38860 ms
Total Talk Time (CUSTOMER): 102271 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/41cc0db9-fde8-478f-91b5-7646a43e690c_20250124T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling. This is [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Uh hello, my name is [PII]. I'm calling from uh Nicos Hialea Outpatient Center. Uh, I'm just, uh, uh, calling to verify the eligibility for a gap insurance. Can you help me with that please?
[AGENT][NEUTRAL] I can, and you said your name is [PII]?
[CUSTOMER][POSITIVE] [PII], yeah, that's correct.
[AGENT][NEUTRAL] OK. And the policy number?
[CUSTOMER][NEUTRAL] So the policy number will be 02465650ML8.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be, uh, give me one second, [PII].
[AGENT][NEUTRAL] OK, thank you. And [PII], what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] So it's gonna be [PII], last name [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] And your last name initial?
[CUSTOMER][NEUTRAL] Uh, it looks like you have your best call back number. Yes, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] is this like a direct line or do you have an extension for this?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Also for feedback commission opportunities. What is your email address?
[CUSTOMER][NEUTRAL] Um, we don't have to.
[AGENT][NEUTRAL] Hey, [PII], let me give you the correct policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That number is 189.
[CUSTOMER][NEUTRAL] 189.
[AGENT][NEUTRAL] 343 9.
[CUSTOMER][NEUTRAL] 343 9.
[AGENT][NEUTRAL] Mhm. And we're looking for benefits and eligibility for [PII], date of birth [PII], right?
[CUSTOMER][NEUTRAL] Very.
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] Alright, I'm showing an effective date of [PII].
[CUSTOMER][NEUTRAL] And please.
[AGENT][NEUTRAL] This policy is active at this time?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And did you have any other questions we can help out with today?
[CUSTOMER][POSITIVE] Uh, no, I think that that would be it. Thank you so much for your help. I really appreciate it. Have a nice day.
[AGENT][POSITIVE] And you're, you're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you thank you bye bye.