AccountId: 011433970860
ContactId: a9e94b88-c8e8-48a3-91ee-3b5d577211e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106529 ms
Total Talk Time (AGENT): 34772 ms
Total Talk Time (CUSTOMER): 43497 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/a9e94b88-c8e8-48a3-91ee-3b5d577211e7_20250227T18:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I am trying to clarify what type of secondary insurance, uh, my patient has.
[CUSTOMER][NEUTRAL] I know it's through this company. I just don't know what I think it looks like it's a gap plan but I'm not sure.
[AGENT][NEUTRAL] OK, ma'am.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My first name is [PII], last initial [PII].
[CUSTOMER][NEUTRAL] And then it's [PII], no extension?
[AGENT][NEUTRAL] You said you're calling from the provider's office?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] May I have the provider's?
[CUSTOMER][NEUTRAL] I'm sorry, the what?
[AGENT][NEUTRAL] The provider's name please?
[CUSTOMER][NEUTRAL] Uh, Virginia Beach, OBGYN.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It is 02440118.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy. For this policy, it is showing that it is their supplemental or gap policy.
[CUSTOMER][NEUTRAL] OK. Can I just get um your name and a reference number, please?
[AGENT][NEUTRAL] The reference number will be my first name, [PII], last initial of [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect thank you very much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.