AccountId: 011433970860
ContactId: 450d7887-85e4-4276-a4f9-fd98c1205910
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105790 ms
Total Talk Time (AGENT): 48240 ms
Total Talk Time (CUSTOMER): 43096 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/450d7887-85e4-4276-a4f9-fd98c1205910_20250321T15:00_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. It's spelled [PII]
[CUSTOMER][NEUTRAL] May you see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And what callback number for your dad?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And how can I help you today?
[CUSTOMER][NEUTRAL] Yeah, I'm calling to verify this patient's benefits and to see how much he has in his.
[CUSTOMER][NEUTRAL] Gap insurance.
[AGENT][NEUTRAL] I can help you with that. And what is the policy number?
[CUSTOMER][NEUTRAL] It's 01723507.
[AGENT][NEUTRAL] All right, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] but but but.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Oh, you already just said that. I do apologize.
[CUSTOMER][POSITIVE] It's OK honey.
[AGENT][POSITIVE] And yeah, that I can help you with that eligibility. Now that policy.
[AGENT][POSITIVE] Actually charmed on
[AGENT][NEUTRAL] [PII]. Now he did have coverage up through [PII] but no active policy on file.
[CUSTOMER][NEUTRAL] No, OK, so let me call the patient. OK, no problem, thank you.
[AGENT][POSITIVE] It's been a pleasure to assist you with that eligibility. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No honey, that's it.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a lovely day and a happy weekend.
[CUSTOMER][POSITIVE] You too take care bye.
[AGENT][NEUTRAL] You too bye bye.