AccountId: 011433970860
ContactId: 729fd893-a377-425e-8062-a6834c7ebf2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157699 ms
Total Talk Time (AGENT): 63293 ms
Total Talk Time (CUSTOMER): 66615 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/729fd893-a377-425e-8062-a6834c7ebf2b_20250611T13:33_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, hi, good morning. My name is [PII] calling from South Miami Hospital, and I'm calling to verify eligibility for a gap insurance plan.
[AGENT][NEUTRAL] Yeah, you can certainly help with eligibility. What is that policy number, please?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] I have policy number 0225874ML7.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] OK, let's go over, thank you very much. Let's go over the policy number again. You said 02.
[AGENT][NEUTRAL] And and what do you mind repeating the policy, yeah.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] Um, yes, it's 0225.
[CUSTOMER][NEUTRAL] 874
[CUSTOMER][NEUTRAL] M like Mike. L like Lima 7.
[AGENT][NEUTRAL] OK. Um, the reason I'm asking is because, uh,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Not sure that that comes up to any, let me just check one more time, um.
[AGENT][NEUTRAL] There might be a number that's missing.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, uh, [PII], OK, so there's a 2 at the end of that. OK, and, uh, [PII]'s, uh, policy. OK, is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. Policy number 02258742 went into effect on [PII]. It is active. Is there anything else, [PII], that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, can I have that policy number one more time, please?
[AGENT][NEUTRAL] Yes, it's uh 022.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 58
[AGENT][NEUTRAL] 742.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, thank you. And if I can just have the first letter to your last name, please, just for my notes.
[AGENT][NEUTRAL] Yes, it's [PII], and we're gonna use that today's date as our reference.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] Perfect. OK. Well, thank you very much for your help. That was all I needed.
[AGENT][POSITIVE] OK, thanks for contacting API.