AccountId: 011433970860
ContactId: 4999223b-5f53-4342-a361-81936e4fb3c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104419 ms
Total Talk Time (AGENT): 45473 ms
Total Talk Time (CUSTOMER): 36361 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/4999223b-5f53-4342-a361-81936e4fb3c9_20250106T20:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing? My name is [PII] from Baptist Health.
[AGENT][POSITIVE] Hey [PII], how are you? I'm doing well.
[CUSTOMER][NEUTRAL] Very well, thank you for asking. Um, I'm just trying to verify a gap insurance.
[AGENT][NEUTRAL] We just need to check eligibility.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, yeah, uh, CJ, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, sure, give me one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, 786.
[CUSTOMER][NEUTRAL] 266-0821.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, just let me know when you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Alright, 02518806.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Sure, it's um [PII] and then the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Alright, do you have any other questions for me?
[CUSTOMER][NEUTRAL] No, I don't have any other questions. I just, I forgot that I didn't catch your, your, your name. I'm sorry.
[AGENT][NEUTRAL] It's OK, [PII]
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Alright perfect thank you so very much I really appreciate your help.
[AGENT][POSITIVE] Alright, yes, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You do the same. Bye bye.
[AGENT][POSITIVE] Thank you bye bye