AccountId: 011433970860
ContactId: bdb02b46-9d0f-4635-ba63-433990fa0f55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167899 ms
Total Talk Time (AGENT): 43319 ms
Total Talk Time (CUSTOMER): 65624 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/bdb02b46-9d0f-4635-ba63-433990fa0f55_20250505T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII]. I am calling from uh Memorial Hospital West. I wanted to confirm uh this patient has an active policy with the APL.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 01659370 ML 8.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, it looks like this policy term 11 2024, but let me see if there is a current one.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, looks like we have a more updated policy. Um, let me give you that number. It is 242497-619.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 249-761-9
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That policy is effective [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And is this a supplemental gap insurance?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] OK, perfect. That means that um as far as authorization for services but you really you guys really don't handle authorizations.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and the previous I can terminate it here in the system, the previous um.
[CUSTOMER][NEUTRAL] A policy that I had then terminated on 12-3123 because this one started on [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, so let me update that here. OK, thank you very much. uh, do you have a call reference number?
[AGENT][NEUTRAL] Uh, it's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Great, thank you again have a great day.
[AGENT][POSITIVE] Thanks for calling APL you as well. Bye-bye.