AccountId: 011433970860
ContactId: aa81a311-3f46-4d0d-8d39-d9927116b591
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82529 ms
Total Talk Time (AGENT): 25796 ms
Total Talk Time (CUSTOMER): 47071 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/aa81a311-3f46-4d0d-8d39-d9927116b591_20250320T16:05_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from Memorial Hospital Preservices department just to see if a patient is still active with you guys.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Of course. So the callback number is [PII]. And the policy number is going to be 02094954ML8.
[AGENT][NEUTRAL] Thank you. Could you verify the patient's name and date of birth, [PII], and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Of course. It's um [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active.
[CUSTOMER][POSITIVE] All right, perfect. And then she doesn't need an authorization right for anything?
[AGENT][NEUTRAL] No, she doesn't. This is a gap insurance.
[CUSTOMER][NEUTRAL] All right, perfect. And then if you just have a reference number for this call.
[AGENT][NEUTRAL] We don't provide reference numbers, [PII], however, you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] All right, perfect, thank you very much.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks goodbye.