AccountId: 011433970860
ContactId: 612d47fe-7d60-4274-8706-84cf712e4e40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125889 ms
Total Talk Time (AGENT): 46497 ms
Total Talk Time (CUSTOMER): 63087 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/612d47fe-7d60-4274-8706-84cf712e4e40_20250314T21:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII]. I'm calling from Nicolaur Hiali Outpatient Center here in [PII]. I'm just looking to verify a gap insurance. Can you help me with that please?
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the eligibility. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and just for my notes, can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] So, I think it's gonna be 02 49 79 12 ML 7.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] So it's gonna be [PII]
[AGENT][NEUTRAL] Thank you and the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and all the information provided is a verification of benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And I am showing that the policy is active, it's been effective for [PII] since [PII].
[CUSTOMER][NEUTRAL] [PII] OK uh so.
[CUSTOMER][NEUTRAL] Can I have a reference number in uh just to put it on my notes please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much I really appreciate it have a good rest of your day.
[AGENT][POSITIVE] Thank you, [PII]. You also, was there anything else I could assist with?
[CUSTOMER][POSITIVE] Uh, I think that will be it for today. Thank you so much.
[AGENT][POSITIVE] All right, well, thanks for calling APL. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.