AccountId: 011433970860
ContactId: 507bfb17-e79e-46e4-8b49-90bc4f0e4bd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114989 ms
Total Talk Time (AGENT): 62132 ms
Total Talk Time (CUSTOMER): 47188 ms
Interruptions: 0
Overall Sentiment: AGENT=3.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/507bfb17-e79e-46e4-8b49-90bc4f0e4bd0_20250319T19:27_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], my name is [PII]. I'm calling to verify a gap insurance please.
[AGENT][NEUTRAL] OK, I can assist with that, [PII]. If you could please spell your name for me.
[CUSTOMER][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] It's [PII] and the first initial of my last name is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you so much, and my last initial is [PII], and may I also have your callback number please?
[CUSTOMER][NEUTRAL] Uh, give me one second, it's [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you, and I'm ready for that policy number please, [PII].
[CUSTOMER][NEUTRAL] OK, it's 1480279.
[AGENT][POSITIVE] OK, thank you so much. Let me just repeat that to confirm. I have that as 1480279.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh-huh. M as in Mike. L as in Larry, 8, sorry.
[AGENT][POSITIVE] OK, thank you very much. No problem, no problem. I was able to find it. um, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, and you're calling for outpatient benefits is this an office setting or a facility?
[CUSTOMER][NEUTRAL] She's in the ER.
[AGENT][POSITIVE] OK, I can assist with that too. Give me one moment please.
[AGENT][NEUTRAL] Our policy shows effective as of [PII]. Policy shows active and for outpatient, please note verification of benefits provided does not guarantee payment. We will pay up to $500 per day per calendar day.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII] have a good day.
[AGENT][POSITIVE] You too, [PII] and thank you for calling ATL. bye.
[CUSTOMER][POSITIVE] Thanks bye.