AccountId: 011433970860
ContactId: 9625d45e-ec53-4adb-bc44-73bf32fe0b8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164960 ms
Total Talk Time (AGENT): 51401 ms
Total Talk Time (CUSTOMER): 85223 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/9625d45e-ec53-4adb-bc44-73bf32fe0b8e_20250602T18:42_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting HTL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, I'm sorry, I hear you very far away. I'm sorry.
[AGENT][NEUTRAL] OK. Can you hear me a little better now?
[CUSTOMER][NEUTRAL] No, no, I hear you very far.
[AGENT][NEUTRAL] OK. My name is [PII]. I'm with American Public Life. How may I help you?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Yes, I'm trying to verify, um, eligibility and benefits for patients gap plan love. They told me that the plan would cover your deductible in a specialist office, so I'm just calling to confirm that.
[AGENT][NEUTRAL] OK, I can certainly look that up. Who am I speaking, please?
[CUSTOMER][NEUTRAL] I'm sorry, say it again.
[AGENT][POSITIVE] I can certainly help with benefits.
[AGENT][NEUTRAL] And what is that policy number, please, that we're looking at?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 001026872
[AGENT][POSITIVE] Thank you, and I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. [PII], what is the um insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] It's uh [PII]. Date of birth I have is [PII].
[AGENT][NEUTRAL] OK. And you said that the policy number was 001026872. Is that correct?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, I know.
[AGENT][NEUTRAL] OK. Um, let me see if I can't find it by the insured's name. Um, how do you spell their, uh, their last name, please?
[CUSTOMER][NEUTRAL] OK, so it's two last names. The first one is [PII], and then the second last name is [PII], and then the first name is [PII].
[AGENT][POSITIVE] Thank you and if you could just give me a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][NEUTRAL] OK, thank you. I'm just looking that up now.
[CUSTOMER][NEUTRAL] I'm sorry, say it again.
[AGENT][NEUTRAL] Uh, yes, I'm just looking it up now.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I think they were gonna call you
[AGENT][NEUTRAL] I'm sorry that it's not coming up in my system. I don't have anything for that individual.
[CUSTOMER][POSITIVE] OK, alright, [PII], I'll call her back when she got me the wrong information. Thank you.
[AGENT][POSITIVE] OK, [PII], thank you