AccountId: 011433970860
ContactId: 570bbd28-3da6-44cd-9525-dd354e5122fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127300 ms
Total Talk Time (AGENT): 56611 ms
Total Talk Time (CUSTOMER): 58455 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/570bbd28-3da6-44cd-9525-dd354e5122fd_20250430T19:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I wanna verify the gap insurance for for the clients. I'm calling from the hospital.
[AGENT][NEUTRAL] OK, may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you and what is your callback number please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] What is your callback number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You can call [PII].
[AGENT][NEUTRAL] Thank you. What is the policy number, please?
[CUSTOMER][NEUTRAL] The policy number for the client is 01611824 M for Mario L for Larry 7.
[AGENT][NEUTRAL] OK, let me just repeat that to you, [PII]. I have that as 01611824 ML7.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for the information and you're calling for benefits for the member for inpatient or outpatient today?
[CUSTOMER][POSITIVE] It's impatient.
[AGENT][NEUTRAL] OK, so he has been admitted into the hospital?
[CUSTOMER][NEUTRAL] No, no, no, no, I'm not sorry, it's outpatient. He just came for the some accident related that he had.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, fine.
[CUSTOMER][NEUTRAL] He left already.
[AGENT][NEUTRAL] OK, the member shows effective as of [PII]. This policy shows active and for outpatient benefits, please note verification of benefits provided does not guarantee payment. We pay up to $1500 for the calendar year.
[CUSTOMER][NEUTRAL] Mhm, OK, and what's your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] That was, that was everything.
[AGENT][POSITIVE] OK, well thank you very much for calling [PII]. You have a great day. Thank you.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye.