AccountId: 011433970860
ContactId: b842e8e4-4fd4-41a9-a51c-bd449c74a216
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127400 ms
Total Talk Time (AGENT): 46969 ms
Total Talk Time (CUSTOMER): 45364 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/b842e8e4-4fd4-41a9-a51c-bd449c74a216_20241231T13:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. My name is [PII]. I'm under, um, with provider with Doctor's Hospital emergency room, and I'm calling for eligibility on a gap insurance, please.
[AGENT][NEUTRAL] OK, I can barely hear you. Your, your name is [PII]?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Can you hear me now?
[AGENT][POSITIVE] That's better.
[CUSTOMER][NEUTRAL] Yes, yes, I'm calling for eligibility on a gap insurance please with APO.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, it is 1067765.
[AGENT][NEUTRAL] 1067765. Thank you. And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The best callback is [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Thank you for that information, [PII], and you're just wanting the effective date and if the policy is active?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Showing an effective date of [PII], I show the policy is active at this time and did you have any other questions?
[CUSTOMER][NEUTRAL] No, that'll be all, and I'm sorry, I didn't catch your first name again?
[AGENT][NEUTRAL] Uh huh, it's [PII], first initial last name is [PII]. Use my name in today's date as reference for today's call.
[CUSTOMER][POSITIVE] Perfect, thank you so much and my last initial is [PII]
[AGENT][POSITIVE] OK, thank you, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you so much
[CUSTOMER][POSITIVE] You too, happy holidays bye bye.
[AGENT][NEUTRAL] Bye bye you too.
[CUSTOMER][NEUTRAL] But