AccountId: 011433970860
ContactId: 57d57df6-6f43-42cc-a463-3cd234516d83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160639 ms
Total Talk Time (AGENT): 45270 ms
Total Talk Time (CUSTOMER): 73639 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/57d57df6-6f43-42cc-a463-3cd234516d83_20250409T22:23_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], good good evening. My name is [PII]. I'm with the free services department at Memorial Hospital Miramar. I wanna know if a patient's policy is active. I think this is an APL policy. Not sure.
[AGENT][NEUTRAL] OK. OK, [PII], I can help you with the eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's that policy number for the patient?
[CUSTOMER][NEUTRAL] 1123034. I'm sorry 1123038.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s [PII].
[AGENT][NEUTRAL] OK, that pulled up a different num or different patient. Let me try that number one more time. What was it?
[CUSTOMER][NEUTRAL] Of course. Um, it's 112.
[CUSTOMER][NEUTRAL] 3038.
[CUSTOMER][NEUTRAL] As I said, I'm not sure if it's an APL. It's just looks like an APL number to me. They didn't put much information in the system, so I'm trying to see if this is our gap insurance.
[AGENT][NEUTRAL] OK, I pull up a different patient, but let me look her up by name just in case. Um, last name was [PII], is that correct?
[CUSTOMER][NEUTRAL] OK, of course.
[CUSTOMER][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] And first name is [PII]
[AGENT][NEUTRAL] OK. Give me one moment.
[CUSTOMER][NEUTRAL] And date of birth is, OK, sure.
[AGENT][NEUTRAL] Uh, do you know what state, what state are you in?
[CUSTOMER][NEUTRAL] Yeah, we're in [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, I have some [PII]'s, but they're in [PII] and [PII], so.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I don't have, let me check these real quick.
[CUSTOMER][NEUTRAL] No one in [PII].
[AGENT][NEUTRAL] Yeah, and these are all lapsed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, OK, I, I, I suspect this may be an old policy, may not even be an APL policy. I'm gonna reach out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good evening.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] Same to you as well. Have a good evening. Bye-bye.