AccountId: 011433970860
ContactId: bbc0cff5-1a17-4eea-acdb-30877330941a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145860 ms
Total Talk Time (AGENT): 64887 ms
Total Talk Time (CUSTOMER): 55049 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/bbc0cff5-1a17-4eea-acdb-30877330941a_20250328T17:49_UTC.wav
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[AGENT][NEUTRAL] Contacting HTO my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon. Yes, I need to verify a gap insurance to see if it's active.
[AGENT][NEUTRAL] I can help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I'm calling from [PII].
[AGENT][NEUTRAL] OK, thank you, [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's 015366667, M as in Mary, L as in Lola, 8.
[AGENT][NEUTRAL] OK, thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][NEUTRAL] Thank you. Um, I just need a callback number while I'm looking this up and, and, uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I do appreciate that. Now, she had a policy with us from [PII] until [PII]. Now this is through her employer, um, but she's not active with us anymore.
[CUSTOMER][NEUTRAL] Oh, she's not? OK. Let me see if I see any of them.
[AGENT][NEUTRAL] No, ma'am. I don't see her as being active.
[CUSTOMER][NEUTRAL] Do, could it be a chance that there is another uh policy?
[AGENT][NEUTRAL] Uh, let's just check. Let's see.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Please, if you don't mind.
[AGENT][NEUTRAL] OK, [PII]. Absolutely. Let's see what we've got here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's, I guess it's always possible that she could have changed her employer, but let's see.
[AGENT][NEUTRAL] So just checking.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't have anything more current for. I'm sorry. Uh, that's the last thing I've got, um.
[CUSTOMER][NEUTRAL] No, it's OK.
[AGENT][NEUTRAL] Yeah, I just don't show that.
[CUSTOMER][NEUTRAL] OK, um, can you repeat the date that it was termed the, the first one that I that you were checking if you don't mind, please, so I can make a note.
[AGENT][NEUTRAL] I, yes, of course, um.
[AGENT][NEUTRAL] She was, she had a policy with us from [PII].
[AGENT][NEUTRAL] Until [PII], and at that point it, it lapsed.
[CUSTOMER][POSITIVE] Mm, OK, no other policy. OK. All right, thank you very much, ma'am. Have a great day.
[AGENT][POSITIVE] OK, thanks for contacting AP have a good day.