AccountId: 011433970860
ContactId: 59eba13c-a726-4a87-aa7a-299a991cd669
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162889 ms
Total Talk Time (AGENT): 52885 ms
Total Talk Time (CUSTOMER): 79347 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/59eba13c-a726-4a87-aa7a-299a991cd669_20250121T21:10_UTC.wav
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[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Hanger Clinic, and I was calling, um, this is actually for a minor who has a gap insurance through his dad. Um, the insurance number is, hold on one second, he just gave me that.
[AGENT][NEUTRAL] So you're calling to verify benefits for the member?
[CUSTOMER][NEUTRAL] Yeah, just verify that uh.
[CUSTOMER][NEUTRAL] That it's active.
[AGENT][NEUTRAL] Got you, definitely, what is the call back number for you just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] Sure, it's um [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And let me know when you're ready.
[AGENT][NEUTRAL] I'm ready for the policy number.
[CUSTOMER][NEUTRAL] It's 02292679.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth that you're calling to verify benefits for?
[CUSTOMER][NEUTRAL] Um, the patient is going to be [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] You're calling to verify benefits but eligibility for [PII]'s policy has been active since.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, and how do you spell your name?
[AGENT][NEUTRAL] [PII], and today's date because we don't provide reference numbers unfortunately.
[CUSTOMER][NEUTRAL] OK, so it's been active since [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII] of member's date of birth, yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's been active since that date, OK.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] OK, [PII]. Well, it looks like I spelled your name.
[CUSTOMER][NEUTRAL] The way you told me.
[AGENT][POSITIVE] It's good. A lot of people don't spell it right.
[CUSTOMER][NEUTRAL] Gosh
[AGENT][NEGATIVE] They don't.
[CUSTOMER][NEUTRAL] Well, I was like, OK, did she say [PII] or [PII]? because my daughter had a friend's name was [PII].
[AGENT][NEUTRAL] Oh, I get that all the time.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Do you
[AGENT][POSITIVE] Mhm. They spell it exactly that way.
[CUSTOMER][POSITIVE] OK, well, I appreciate your time. Thank you.
[AGENT][POSITIVE] You're welcome definitely, thanks for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thanks. Goodbye.