AccountId: 011433970860
ContactId: 823282d9-8fca-4cac-8971-a30fa978f369
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160570 ms
Total Talk Time (AGENT): 60218 ms
Total Talk Time (CUSTOMER): 46881 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/823282d9-8fca-4cac-8971-a30fa978f369_20250106T18:53_UTC.wav
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[AGENT][NEUTRAL] Thank thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII], and I'm calling to verify our member's coverage.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEGATIVE] Um, yes, you, you're, you were breaking, you're breaking up.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Oh, I, oh no, OK.
[AGENT][NEUTRAL] Can you give me your callback number, Ms. [PII] in case.
[CUSTOMER][NEUTRAL] Did you need a callback number?
[AGENT][NEUTRAL] Yes, in case our call is disconnected.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, it is first name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s?
[AGENT][NEUTRAL] Date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] Uh yes, it is 02.
[CUSTOMER][NEUTRAL] 506.
[CUSTOMER][NEUTRAL] 456 ML 8.
[AGENT][POSITIVE] OK thank you let me look that up for you real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] Her effective date is [PII].
[CUSTOMER][NEUTRAL] With no term date?
[AGENT][NEUTRAL] Right, it's still active.
[CUSTOMER][NEUTRAL] OK, perfect. And uh this is a gap insurance, correct?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Perfect. Uh, can I please have a call reference number for today?
[AGENT][NEUTRAL] Yes, you can use my name it's [PII].
[AGENT][NEUTRAL] TOY and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help [PII] hope you have a wonderful rest of the day.
[AGENT][POSITIVE] You're you too [PII], you have a blessed one. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Mm bye bye.