AccountId: 011433970860
ContactId: 74e86c15-ae24-4253-9c83-3d55b17426d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180179 ms
Total Talk Time (AGENT): 67554 ms
Total Talk Time (CUSTOMER): 49659 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/74e86c15-ae24-4253-9c83-3d55b17426d2_20250121T21:28_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII]. I'm calling because I have a patient. We are a neurologist's office. I have a patient that told me they have that gap insurance, so it's due. But I don't know how to use it. I have no idea, so I would like to know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Did they give you a policy number?
[CUSTOMER][NEUTRAL] Well, she gave me a group. It's uh 26882.
[AGENT][NEUTRAL] 268-82 hold on just a second.
[AGENT][NEUTRAL] And what's the insured's name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] And the daughter is [PII].
[AGENT][NEUTRAL] OK, give me just a second.
[AGENT][NEUTRAL] All right, you just need to verify benefits?
[CUSTOMER][POSITIVE] Yes, I would like to know how to use it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, it's a secondary insurance, so let me get you over to someone in our clients department real quick. I'll give them the information and they'll be able to help you with that, OK? Just one second. Mhm.
[CUSTOMER][POSITIVE] Thank you, yes, thank you.
[CUSTOMER][NEUTRAL] offering.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. You OK?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes.
[AGENT][NEUTRAL] That's OK. This is Christian Burker Resources. I have a provider that's needing to verify some benefits on a Melink policy.
[CUSTOMER][NEUTRAL] The policy number.
[AGENT][NEUTRAL] It is 258-516-7.
[AGENT][NEUTRAL] [PII] for that, um, the lady on the line, her name is [PII].
[AGENT][NEUTRAL] And her callback number is [PII].
[AGENT][NEUTRAL] And I didn't verify the date of birth and all that other stuff. I forgot, so sorry.
[CUSTOMER][POSITIVE] No worries, I'll do it. You can send over.
[AGENT][POSITIVE] OK, OK, thank you, have a great day.
[CUSTOMER][POSITIVE] You're welcome have a good one.
[AGENT][NEUTRAL] Me too.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] [PII], OK, I've got [PII] on the phone. She's gonna help you, OK.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][POSITIVE] Have a great day. Thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Time of the year.
[CUSTOMER][POSITIVE] Thank you