AccountId: 011433970860
ContactId: a03b7f4c-6123-4181-9288-91cfb1c210e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140910 ms
Total Talk Time (AGENT): 64239 ms
Total Talk Time (CUSTOMER): 62240 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/a03b7f4c-6123-4181-9288-91cfb1c210e6_20250210T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Homestead Hospital's pre-registration department for a patient that has this plan as her gap insurance. Just wanna verify the effective date and what she has to offset our costs for outpatient diagnostic testing in the hospital facility.
[AGENT][NEUTRAL] OK, that was outpatient diagnostic testing.
[AGENT][NEUTRAL] Outpatient or hospital outpatient uh facility, correct? Got you. OK. All right.
[CUSTOMER][NEUTRAL] Hospital, so.
[CUSTOMER][NEUTRAL] Mhm it's for ultrasound, OK.
[AGENT][POSITIVE] OK and then uh [PII] really quick if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Extension is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I have 1309198 M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] born [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy number you gave me actually terminated [PII]. If you'll give me one moment, I'll see if she has one that's active, might just be a different policy number.
[CUSTOMER][POSITIVE] Alright awesome thank you I appreciate your help.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, she did not. This was the last policy that she had with us.
[CUSTOMER][NEUTRAL] OK, so this is termed already, so there's no coverage and you can't find other.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] No, I did look to see if she had a different one, right, this was the last one she had with us.
[CUSTOMER][NEUTRAL] Insurance on file.
[CUSTOMER][POSITIVE] OK, awesome. Alright, thank you so much. I appreciate your help. Let me get your name and uh.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Mm, just your first name, the first digit of your last name, and the call reference number in case you ask me.
[AGENT][NEUTRAL] Sure, so the reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][POSITIVE] OK. Wonderful. Thank you so much, [PII]. Have a good day.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.